Proposing Formalized Service Level Agreements (SLAs) using Process Mining in a Logistic Company

Service Level Agreements (SLAs) define performance expectations between providers and customers. In logistics, SLAs play a crucial role in ensuring customer satisfaction. However, X's Limited Liability Company (LLC) lacks formalized SLAs, which indirectly led to late deliveries and inconsistencies in service delivery. This study addresses this challenge using Process Mining (PM) to formalize SLAs. This research starts with data collection from X's LLC database to construct an event log. The event log is run with the PM tool Apromore to reveal the actual processes involved in service delivery. The variant analysis is conducted by classifying the product category according to Global Product Classification (GPC). Based on the analysis, a formalized SLA for each variant is proposed, offering clear, measurable, and attainable service level targets that align with the company's operational capabilities and strategic objectives. This research highlights the potential of PM to enhance SLA management.