Identifying Knowledge Problems of call center process based on process mining(A Case Study of Tehran Water and Wastewater Call center)

Knowledge problems in business processes refer to those problems result from the lack of proper implementation of knowledge management processes, such as creation, deployment, sharing and storage. The existence of knowledge problems during process execution will lead to a deviation in the process path. Identifying and detecting these deviations requires a precise tool that can detect the actual process from event logs. process mining is a new smart approach that examines business processes from different aspects, using data mining techniques, social network analysis, and some of its own techniques. In this study, by selecting a contact center of Water and Wastewater Organization have compared the design process and the extracted process resulting from the discovery phase of the process mining, which has led to the identification of the deviations in the process pathway and the bottlenecks in the process. For this purpose, the three months data were gathered and after the preprocessing, each of the three views of the process, organization and case was implemented on the data. The results of the research indicate that there is a lack of conformity of the process in some cases with the main process and the presence of key people in the center.