INTERNATIONAL JOURNAL OF SOFTWARE ENGINEERING AND KNOWLEDGE ENGINEERING, vol.32, no.04, pp.525-552, 2022 (SCI-Expanded)
Software development with its unique characteristics having knowledge-intensive and human-oriented aspects and complex domains, challenges organizations. The timely outcomes with high quality and desired cost that directly affect customer satisfaction have an important place in many organizations, including banks. In the last decade, as an emerging technique for business processes management, process mining has been applied in many domains, including manufacturing, supply chain, government, healthcare, and software engineering. There are limited number of studies on process mining techniques carried out for the software process, especially in the banking sector. A lack of tool infrastructure enabling to run the entire software development process and the challenges in integrating processed data from separated varying tools and assets complicate the use of process mining for software processes. This paper aims to identify the improvement points in the software development process of the Kuveyt Turk Participation Bank in Turkey through the surfacing actions. The findings and results are gathered by the application of process mining techniques of bupaR, and evaluation is provided by experts in the bank. After that, the relevant process improvements are identified. The results of this paper show that using process mining provides the organization with beneficial results, in particular, and a comprehensive view of the end-to-end Software Development Life Cycle (SDLC) processes.