APPLICATION OF PROCESS MINING IN AFTER-SALES ON AN AUTOMOTIVE INDUSTRY

This article aims to accomplish a process mining, using the DISCO software to obtain information, trends and patterns in after-sales data between 2011 and 2016, from a vehicle assembled by an automotive industry. First of all, data structuring techniques are developed to suit the raw data provided by the industry in a most adequate process mining pattern. Then, analysis are carried out aiming to find out similarities on the vehicle behaviour in customer´s hands in two perspectives: An evolution of each problem related by the customers in revision mileage (10.000 km, 20.000 km, etc.) and the type of problem found by dealerships basing on the key words said by the customers when they complain. The results are shown in tables and charts, developed in data analysis software that exemplify the importance of process mining to find out hidden information on the great amount of data generated by a multinational company.