Under the title "How a Swiss luxury retailer implements process mining to improve data-driven customer excellence", Eva Ritz, Adrian Joas, Thiemo Wambsganß, Roman Rietsche and Jan Marco Leimeister have published a teaching case in the Journal of Information Technology Teaching Cases. A teaching case is a snapshot of a real management situation and aims to put learners in the role of a decision-maker in order to develop analytical and creative solutions.

The case describes the use of process mining at a fictitious Swiss luxury retailer called Elysian. Process mining has become an important technology in digital transformation and is a central component of many digital strategies. However, implementing it to make data-driven decisions and increase efficiency is challenging. The case study illustrates how Elysian uses process mining to identify process inefficiencies and bottlenecks to improve customer satisfaction in online retail. It demonstrates the potential applications of process mining and serves as a practical guide for students to discover, comply and improve processes using real data. Students take on the role of Lisa Dister, Home Care Purchasing Manager, who needs to improve process transparency following an internal audit. This case study gives students a better understanding of the application of process mining in data-intensive scenarios and challenges them to develop recommendations for long-term process optimization.

Ritz, E., Joas, A., Wambsganss, T., Rietsche, R., & Leimeister, J. M. (2024). How a Swiss luxury retailer implements process mining to improve data-driven customer excellence. Journal of Information Technology Teaching Cases, 0(0). https://doi.org/10.1177/20438869241261399