Within the internal audit division at DHL, the data analytics team supports the other business audit teams with a range of data analytics services. Ghada and Caleb are both senior auditors, and process mining is one of the services they provide. Based on the example of a medical devices delivery process, they show how collaboration with their colleagues at DHL Supply chain works.

The medical devices are stored and replenished in a central warehouse. DHL sends devices such as diabetes care, diagnostic equipment, and implantable devices to surgery departments, hospital warehouses, or individual patients upon request. Timely delivery of these orders is of utmost importance. Ghada and Caleb first reviewed the data quality of the warehousing system. They then also checked the compliance of the process because non-compliance might result in poor service quality, contract penalties, and loss of reputation.

Their analysis showed that 0.5% of all shipments do not follow the expected process sequence. Furthermore, 1% of all shipments exceed contractually agreed service levels for shipment creation: The target KPI is 3 days while the average time required for these 1% was 10 days. Finally, 4.9% of shipments contain the same timestamp for the courier pickup and delivery dates. This last issue is not a data quality problem that does not impact the process, but it results in wrong performance reporting to the customer.