A process mining-based analysis of business process work-arounds

Business process work-arounds are specific forms of incompliant behavior, where employees intentionally decide to deviate from the required procedures although they are aware of them. Detecting and understanding the work-arounds performed can guide organizations in redesigning and improving their processes and support systems. Existing process mining techniques for compliance checking and diagnosis of incompliant behavior rely on the available information in event logs and emphasize technological capabilities for analyzing this information. They do not distinguish intentional incompliance and do not address the sources of this behavior. In contrast, the paper builds on a list of generic types of work-arounds found in practice and explores whether and how they can be detected by process mining techniques. Results obtained for four work-around types in five real-life processes are reported. The remaining two types are not reflected in events logs and cannot be currently detected by process mining. The detected work-around data are further analyzed for identifying correlations between the frequency of specific work-around types and properties of the processes and of specific activities. The analysis results promote the understanding of work-around situations and sources.