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A Case Study of Inconsistency in Process Mining Use: Implications for the Theory of Effective Use

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Business Process Management (BPM 2021)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 12875))

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Abstract

Responding to recent and repeated calls in literature, we sought to understand the effective use of business intelligence systems, specifically process mining. The intersection between effective use and business intelligence is pertinent to practice, as these systems do not automatically result in improved organizational outcomes, rather they must first be effectively used. Through a qualitative case study, we examined the effective use of process mining (analytical technique underpinning business intelligence), whereby inconsistency-in-use emerged as salient. We, therefore, shifted our focus to understanding the role of inconsistency-in-use in the effective use of process mining. We identified inconsistencies in: place, meaning, and content (i.e., entanglement of data and information). These types of inconsistency were interrelated and influenced informed action. Inconsistency in content also had implications for representational fidelity. Given, both informed action and representational fidelity are effective use dimensions, these inconsistencies need to be considered for process mining systems to be effectively used.

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Author information

Authors and Affiliations

  1. Queensland University of Technology, Brisbane, Australia

    Rebekah Eden, Rehan Syed & Sander J. J. Leemans

  2. Algemene Pensioen Groep, Heerlen, Netherlands

    Joos A. C. M. Buijs

Authors
  1. Rebekah Eden
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  2. Rehan Syed
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  3. Sander J. J. Leemans
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  4. Joos A. C. M. Buijs
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Corresponding author

Correspondence to Rebekah Eden .

Editor information

Editors and Affiliations

  1. The University of Melbourne, Carlton, VIC, Australia

    Artem Polyvyanyy

  2. NICTA Queensland Research Lab, Queensland University of Technology, Brisbane, QLD, Australia

    Moe Thandar Wynn

  3. Ghent University, Ghent, Belgium

    Amy Van Looy

  4. Institut fur Datenbanken, Info System, Universitat Ulm, Ulm, Germany

    Manfred Reichert

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Eden, R., Syed, R., Leemans, S.J.J., Buijs, J.A.C.M. (2021). A Case Study of Inconsistency in Process Mining Use: Implications for the Theory of Effective Use. In: Polyvyanyy, A., Wynn, M.T., Van Looy, A., Reichert, M. (eds) Business Process Management. BPM 2021. Lecture Notes in Computer Science(), vol 12875. Springer, Cham. https://doi.org/10.1007/978-3-030-85469-0_23

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  • DOI: https://doi.org/10.1007/978-3-030-85469-0_23

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