چكيده به لاتين
In today's complex and ambiguous world, all organizations and businesses, including the public and private sectors, work hard to improve and manage their processes in order to reduce costs, compete, and increase productivity. For this purpose, it is necessary to discover the AS-IS process to diagnose the weaknesses and analyze alignment with the desired process and the strategies of the organization. This is not possible in traditional ways such as interviews and without using new methods and the help of information technology if the process is repeatedly performed by different executors and large amounts of data are generated. One of the most widely used approaches for this purpose is process mining. Process mining plays a role as a bridge between business process management and data mining and is used to process discovery, conformance checking, and process enhancement. In this research, the process mining method has been used to analyze the loan process under the supervision of the General Office of Credit Planning of an Iranian bank. The mentioned process is one of the important and complex processes in banks, which is of great importance due to direct communication with the customers, the multiplicity of stakeholders, and providing the bulk of the bank's income. The data of this research are event logs extracted from written documents related to 1617 loan application files by the customers, which have been analyzed by Behfalab process mining software. The results showed that the average implementation of the process in microloan, which includes most of the loan applications, is 250% more than the desired time of the bank. Scrutiny of the distribution of file duration indicates the destructive role of bottleneck activities. Therefore, by implementing process mining algorithms and providing the process map, bottlenecks, which generally refer to activities related to customer qualification and various types of inquiries, were identified and solutions to improve them were introduced. Also, after presenting the process highway in three types of micro, medium and large loans, repetitive variants and recognizing process features, considering the organization's strategy and value chain, process complications are identified. Finally, the suggestions for their improvement according to six strategies based on customer, staff, technology, information, processes and external environment were introduced.
