Enrichment of Business Process Management with External Data

Organizations have an increasing need to adapt faster their Information Systems (IS) to technical, functional or legal changes. Orange, a French telecom operator, works on the adaptation and the improvement of their business processes (BP), especially those related to Customer Relationship Management (CRM). One of the challenges is to help a business expert to efficiently and quickly adapt a BP. Indeed, this challenge includes the need to understand the reasons why the execution of the BP does not satisfy the business needs and the business goals. In this research paper, we propose to study how to identify these reasons based on the analysis of relevant data which include process generated data (such as logs and database data), and contextual data. To address this research question we plan to explore two directions: semantic enrichment of BP in order to detect relevant data and BP optimization to align BP to business goals on the one hand and to the relevant data on the other hand.