Case Study on Refund Service Process Optimization

This case study examines the refund service process of a large electronics manufacturer, highlighting issues related to inefficiencies and prolonged throughput times. The document outlines the methodology used to analyze the process, which involved collecting concrete questions and problems, followed by extracting IT logs from the service platform. The analysis was conducted in interactive workshops with process managers, utilizing process mining tools to visualize the As-Is processes. Key findings included a significant bottleneck caused by a subcontracting forwarding company and the frequent request for additional information during the refund process initiated via the internet portal. The study emphasizes the importance of addressing these issues to enhance service delivery and reduce customer complaints. By improving the information required at the start of the process and addressing delays caused by external partners, the manufacturer could potentially reduce wasteful activities and expedite the overall refund process. The insights gained from this analysis illustrate how process mining can effectively monitor and optimize end-to-end processes across organizational boundaries.