process performance

Enterprises employ information systems to carry out their day-to-day business operations. Organizations implement business policies to enhance their competitive edge through efficient process management. This paper aims to propose a method that combines two approaches: evidence-based policymaking and process mining, to facilitate process reengineering. While numerous evidence-based approaches utilizing process mining techniques have been employed to assess process performance through measurements, these methods often focus on individual process instances. This is in contrast to Business Process Redesign (BPR) assessments, which encompass more comprehensive performance measurements, including overall process performance. This study proposes a method for analyzing process execution time, which includes Cycle time, Lead time, and Activity time. The aim is to support evidence-based policymaking in information systems through the use of process mining. Several key performance indicators (KPIs) have been defined for evidence-based management of business processes to identify process bottlenecks. The results of this paper demonstrate the application of process mining in analyzing the execution time of business processes. Using a real-world dataset, the study identified time-consuming activities and provided key performance indicators (KPIs) to guide process optimization. These findings demonstrate the effectiveness of process mining in identifying bottlenecks and inefficiencies within operational processes, ultimately leading to improved process performance and efficiency.

In the information and communication era, management information systems play an undeniable role in organizations. Bank Parsian is a Iranian banking and financial services company, which has a network of 273 banking branch, known as the largest Iranian private bank. This research examines the gaps in customer relationships systems in Bank Parsian based on characteristics of management information system and in this study tries to answer this question “is there a significant relationship between customer relationship management (CRM) information systems and performance of Bank Parsian? The study place is the territory between the employees of Parsian Bank in Tehran. The study was conducted for 6 months in 2015 and the population is consisted of all managers and experts. This study conducts in Parsian Bank, which the number of employed managers and experts about 168 people estimated. In this study, simple random sampling was used and sample size was determined using Cochran formula. The sample was calculated according to confidence level 95% and probability of error 5% and the population size was 168, the sample size is 117 people. The results showed there is a significant relationship between customer relationship management (CRM) information systems and internal performance and process performance and financial performance in Parsian Bank. As well as there is a significant relationship between customer relationship management (CRM) information systems and performance in Parsian Bank.