Building Organizational Process Mining Capability: Experiences at a Global Gaming Company

For organizations, the promise of process mining is that they can generate additional value from event data that their information systems collect. While case studies and guidelines demonstrate potential benefits and provide support for applying process mining, realizing value at scale requires organizations to overcome challenges that go beyond successfully delivering individual projects. Among others this includes working with low data quality, building data literacy, as well as managing stakeholder expectations and perceptions. In this paper, we present experiences from building organizational process mining capability at a global entertainment and gaming content creation company. We (i) outline the process mining vision of the Center of Excellence for Business Process Management, (ii) provide an overview of specific measures taken over a three year period to deliver on the vision, and (iii) discuss the lessons learned. Our intent is to share valuable insights with researchers and practitioners. We hope to stimulate an exchange of experiences and inspire research to draw further attention to organizational adoption of process mining.