Process Mining Adoption A Technology Continuity Versus Discontinuity Perspective

Process mining is proffered to bring substantial benefits to adopting organisations. Nevertheless, the uptake of process mining in organisations has not been as extensive as predicted. In-depth analysis of how organisations can successfully adopt process mining is seldom explored, yet much needed. We report our findings on an exploratory case study of the early stages of the adoption of process mining at a large pension fund in the Netherlands. Through inductive analysis of interview data, we identified that successful adoption of process mining requires overcoming tensions arising from discontinuing old practices while putting actions into place to promote continuity of new practices. Without targeted strategies implemented to transition users away from old practices, data quality is jeopardised, decision-making is impeded, and the adoption of process mining is ultimately hampered.