Identifying Knowledge Problems of Call Center Process Based on Process Mining (Case Study: Water and Wastewater Organization Call Center of Tehran Province)

Document Type : Original Article


1 Professor, Faculty of Industrial and Systems Engineering, Tarbiat Modares University, Tehran, Iran.

2 Master's degree, Industrial Engineering, Tarbiat Modares University, Tehran, Iran

3 Assistant Professor, Department of Information Technology Management, Al-Zahra University, Tehran, Iran



Aim: This study was conducted to compare the designed process with the process extracted from the process discovery phase at the call center and to identify the knowledge problems associated with process deviations. This study aims to provide solutions based on knowledge management processes to improve process deviations.
Methodology: In this study, by selecting the contact center of Tehran Province Water and Wastewater Organization, a comparison has been made between the designed process and the process extracted from the exploration phase of the exploration process, which led to the identification of deviations in the process implementation and bottlenecks. For this purpose, the data related to the three months of the center was collected and after pre-processing, each of the three perspectives of process, organization, and case were implemented on the data.
Finding: 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, some of which are due to the lack of proper implementation of knowledge management processes.
Conclusion: Knowledge problems in business processes refer to those problems resulting 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 to 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 techniques.


Main Subjects

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