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Watch Mieke Jans at Process Mining Camp 2015

There are just about 10 tickets left for this year’s Process Mining Camp. So, if you want to come, don’t wait and register right now!

To get us all into the proper camp spirit, we have started to release the videos from last year’s camp. If you have missed them before, check out the videos of Léonard Studer from the City of Lausanne, Willy van de Schoot from Atos International, and Joris Keizers from Veco.

The fourth speaker at Process Mining Camp 2015 was Mieke Jans from Hasselt University. Mieke was working for Deloitte Belgium for many years before she became an Assistent Professor at Hasselt University. As a process mining consultant, she learned about the challenges of extracting good process mining data out of ERP systems like SAP and Oracle first-hand. Getting some data out of an ERP system is relatively easy. But how do you make sure you extract the right data in the right way?

In her research, Mieke still works on the topic of extracting process mining data out of relational databases. At camp, she walked us through a step-by-step approach for creating a good event log. The starting point is to define the questions that you want to answer using process mining, because they have a direct impact on the way that the data needs to be extracted. There are several decisions that need to be made, and every decision has implications on the way that the data can be analyzed and should be interpreted.

Do you want to know which steps to follow when extracting process mining data out of your ERP or legacy system? Watch Mieke’s talk now!

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If you can’t attend Process Mining Camp this year but would like to receive the presentations and video recordings afterwards, sign up for the Camp mailing list here.

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Watch Joris Keizers at Process Mining Camp 2015

This year’s Process Mining Camp is almost sold out. So, if you want to come, now is the time to get your ticket!

To get us all into the proper camp spirit, we have started to release the videos from last year’s camp. If you have missed them before, check out the videos of Léonard Studer from the City of Lausanne and Willy van de Schoot from Atos International.

The third speaker at Process Mining Camp 2015 was Joris Keizers from Veco. Joris presented their experience with process mining in a production process environment. With more than 15 years of experience in supply chain management, Joris is the operations manager and Six Sigma expert at Veco. He has used Minitab to statistically analyze the processes and drive improvements. When he discovered process mining, he found that process mining can leverage the human process knowledge in a powerful way that classical Six Sigma analyses can’t.

At camp, Joris showed us a side-by-side comparison based on a concrete example of a Six Sigma and a Process Mining analysis and explained the differences, benefits, and synergies.

Do you want to know how your Six Sigma projects can be enhanced by process mining? Watch Joris’ talk now!

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If you can’t attend Process Mining Camp this year but would like to receive the presentations and video recordings afterwards, sign up for the Camp mailing list here.

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Watch Willy van de Schoot at Process Mining Camp 2015

Have you already registered for this year’s Process Mining Camp? If not, you can take a look at the speakers and get your ticket here.

To get us all into the proper camp spirit, we have started to release the videos from last year’s camp. If you have missed the video of Léonard Studer from the City of Lausanne, you can watch it here.

The second speaker at Process Mining Camp 2015 was Willy van de Schoot from Atos International. Willy did not present a particular case study but focused on practical challenges like how to stay on top of your different analysis views. And once you need to present your results to an audience unfamiliar with process mining, how do you communicate your findings to keep everyone on board? In a hands-on segment, she showed the different perspectives she has taken, as well as some tricks of how to prepare the data in such a way that it provides optimal flexibility.

Do you want to know how to stay more organized in your own process mining analysis? Watch Willy’s talk now!

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If you can’t attend Process Mining Camp this year but would like to receive the presentations and video recordings afterwards, sign up for the Camp mailing list here.

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Process Mining Camp 2016 — Practice Talk Speakers

Get your ticket for Process Mining Camp 2016 now!

Process Mining Camp is just around the corner. Tickets are going fast, so make sure you register to secure your ticket now!

The heart and soul of Process Mining Camp are our practice talks, where process mining professionals share their knowledge and experiences with you, no holds barred. Every talk is followed by ten minutes of discussion with the audience, so that you can get the answers you need.

Today, we are excited to announce the practice talk speakers at this year’s Process Mining Camp. Look forward to a fantastic program packed with interesting use cases and hands-on advice! You will go home with lots of new insights and ideas for your own work.

Carmen Lasa Gómez — Telefónica, Spain

CarmenTelefónica is a large telephone operator and mobile network provider. The R&D team in the Digital Operations group in Madrid analyzes and improves processes across global digital services provided by the company.

Carmen is a data analyst in the Digital Operations team. At camp, she will tell us how process mining reshaped the digital platform operations at Telefónica. She identified sources of delays, inefficient communication patterns, and bad practices such as work orders performed out of the scheduled window. As a result, improvements could be made with measurable effects on both the operation costs and the quality of the services.

Marc Gittler & Patrick Greifzu — Deutsche Post DHL Group, Germany

Marc and PatrickDeutsche Post DHL Group is the world’s leading logistics and mail communications company. The mail division delivers approximately 70 million letters in Germany, six days a week, and provides services across the entire mail value chain.

Marc and Patrick are a Senior Audit Manager and Audit Manager in the Corporate Internal Audit team. They have integrated process mining into DHL’s audit process to improve both the time spent for the analysis and the depth of the information audited. They found that process mining helps to reduce the audit time by 25% in comparison to classical data analytics. In addition, they are now able to identify unknown risks in processes, which helps to add more value to the audits.

Jan Vermeulen — Dimension Data, South Africa

JanDimension Data has over 30,000 employees in nine operating regions spread over all continents. They provide services from infrastructure sales to IT outsourcing for multinationals.

Historically, each region was responsible for running their own operations with very little enforced standards from a group perspective. The changing business landscape made it necessary for Dimension Data to standardize all their processes across all continents. But how exactly do you do that? As the Global Process Owner, Jan is responsible for the standardization of these processes. At camp, he will share their journey of establishing process mining as a methodology to analyze and improve operations, assist in winning new contracts, and assess compliance.

Lucy Brand-Wesselink — ALFAM Consumer Credit, The Netherlands

LucyALFAM is a subsidiary of ABN AMRO specializing in consumer credits. In the sales process, customer applications need to be assessed effectively and efficiently. For example, it is not worth to put a lot of time into an application when it is clear early on that the application cannot be granted.

Lucy is a process manager in the Business Operating Office. She has used process mining to analyze ALFAM’s processes from many different angles. She has analyzed variation, re-processing, waiting times, and service levels. By visualizing the processes and the process problems, improvement opportunities could be crystallized in a powerful way. At camp, Lucy will share the results and the concrete steps that she has taken to get there.

Giancarlo Lepore — Zimmer Biomet, Switzerland

GiancarloZimmer Biomet designs and creates personalized joint replacements. Their orthopedic products, like knee replacements or hip replacements, are manufactured in more than 25 countries around the world.

Giancarlo is a senior business analyst in the Operational Intelligence team in Winterthur, Switzerland. He analyzes the production processes for processes managers to help them improve their operations. At camp, Giancarlo will share the results from several process mining use cases. He will also compare the traditional method of manual value stream mapping with a process mining-based analysis of the manufacturing flow.

Paul Kooij — Zig Websoftware, The Netherlands

PaulZig Websoftware creates web applications for housing associations in the Netherlands. Their workflow solution is used by the housing associations to, for instance, manage the process of finding and on-boarding a new tenant once the old tenant has moved out of an apartment.

Paul is one of the 60 specialists working at Zig Websoftware. At camp, he will tell us how process mining has helped their customer WoonFriesland improve the housing allocation process. Every day that a rental property is vacant costs the housing association money. After Paul’s process mining analysis, these vacancy costs could be reduced by 4,000 days within just the first six months.

Abs Amiri — SPARQ Solutions, Australia

AbsSPARQ Solutions provides Information and Communications Technology services to the government-owned electricity suppliers Energex and Ergon Energy in Queensland, Australia. Due to government pressure, there has been an increased need to cut costs and become more efficient.

Abs is a senior analyst programmer and data science lead in the organisation. In this role he develops new and innovative ways to help Energex and Ergon Energy improve their operations. He found process mining to be an incredibly powerful tool to quickly discover the actual problems and involve the relevant people in the root cause analysis. At camp, Abs will present how he analyzed the overall dispatching process as well as the maintenance process for a single machine. He will also share his insight about how to position your process mining initiative in the organization to get the buy-in you need.

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Process Mining Camp is the only conference worldwide where practitioners come together to discuss their process mining experiences. Don’t miss this unique opportunity to meet up with your peers and learn new tricks, and get your ticket now!

If you can’t make it this year, sign up for the camp mailing list to receive the presentations and video recordings once they become available.

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Watch Léonard Studer at Process Mining Camp 2015

Are you getting ready for this year’s Process Mining Camp? If you haven’t registered yet, make sure to secure your ticket for 10 June. The early bird tickets were gone within less than five days, so be quick!

To get us all into the proper camp spirit, we will be releasing the videos from last year’s camp over the next weeks. The first speaker at Process Mining Camp 2015 was Léonard Studer from the City of Lausanne. As a process analyst, Léonard helps people at the municipality to better organize their work.

At camp, Léonard told us about a project, where they analyzed a complex construction permit process. Construction permit processes are notoriously complicated, because there are so many parties and rules involved. For example, the City of Lausanne is regulated by 27 different laws from Swiss federal law, cantonal law, and communal regulation.

In his presentation, Léonard did not only tell us all about the project and what came out of it, but he also did a deep dive into the overall approach, the enormous data challenges they were facing, and the tools that he used to resolve them. He gave an honest talk with lots of practical details. In his introduction, he puts it best:

Process mining itself is not a problem anymore. When I do process mining live in front of people they believe that they can do it themselves. What is difficult now is to get all these little things around your process mining project arranged correctly. This is a talk I will give you without any shame, I will not be blowing any smoke, I will not be bragging. I just want to tell you what I really did. I will also give you some tricks around process mining that may be useful to you.

Have you ever wondered what a real-life process mining project looks like? Grab a drink and watch Léonard’s talk right here!

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If you can’t attend Process Mining Camp this year but would like to receive the presentations and video recordings afterwards, sign up for the Camp mailing list here.

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Data Quality Problems In Process Mining And What To Do About Them — Part 5: Same Timestamps for Different Activities 3

Same Timestamps

This is the fifth article in our series on data quality problems for process mining. Make sure you also read the previous articles on formatting errors, missing data, Zero timestamps, and wrong timestamp configurations.

In the previous article on wrong timestamp configurations we have seen how timestamp problems can influence the process flows and the process variants. One reason for why timestamps can cause problems is that they are not sufficiently different. For example, if you only have a date (and no time) then it may easily happen that two activities within the same case happen on the same day. As a result you don’t know in which order they actually happened!

Take a look at the following example: We can see a simple document signing process with four activities and three cases.

Same Timestamps example

The order of the rows in each case is arbitrary. When importing this data set, the sequence of events is determined based on the timestamps. For example, the sequence of the steps ‘Created’ and ‘Sent to Customer’ for case 1 is reversed (compared to the original file), because the dates reflect that the two steps have happened in the opposite order (see screenshot below).

Case 1: First two events are re-sorted based on timestamp (click to enlarge)

However, if two activities happen at the same time (on the same day in this example), then Disco does not know in which order they actually occurred. So, it keeps the order in which they appear in the original file. Because the order of the activities in the example file is random, this creates some additional variation in the process map (and in the variants) that should not be there.

For example, the three cases in the above example come from a purely sequential process. However, because sometimes multiple steps happen on the same day, and the order between them is arbitrary, you can see some additional interleavings in the process map. They reflect the different orderings of the same timestamp activities in the file (see screenshot below).

Same Timestamps introduce more complexity than is necessarily there (click to enlarge)

So, if you don’t have sufficiently fine-granular timestamps to determine the order of all activities, or if you have many steps in your process occurring exactly at the same time, it often creates more complexity than is already there. What can you do to distinguish the real process complexity from the one just caused by the same timestamp problem?

How to fix: You can either leave out events that have the same timestamps by choosing a “representative” event (see strategy 1 below), or you can try pre-sorting the data (see strategies 2-4 below) to reduce the variation that is caused by the same timestamp activities.

Strategy 1: “Representative” (Leaving out events)

The reason for ‘Same Timestamp’ activities is not always an insufficient level of granularity in the timestamp pattern. Sometimes, it is simply a fact that many events are logged at the same time.

Imagine, for example, a workflow system in a municipality, where the service employee types in the new address of a citizen who moved to a new apartment. After the street, street number, postal code, city, etc., fields in the screen have been filled, they press ‘Next’ to finalize the registration change and print the receipt.

In the history log of the workflow system, you will most likely see individual records of the changes to each of these fields (for example, a record of the ‘Old value’ and the ‘New value’ of the ‘Street’ attribute). However, all of them may have the same timestamp, which is the time when the employee pressed the ‘Next’ button and the data field changes were all finalized (at once).

Below, you can see another example of a highly automated process. Many steps happen at the same time.

Same Timestamps: Choose representative event (click to enlarge)

However, you may not need all of these detailed events and can choose one of them to represent the whole subsequence. For example, in the case below the first of the four highlighted events could stand for the sequence of four. You can deselect the other steps via the ‘Keep selected’ option in the Attribute filter.

In general, focusing on just a few – the most relevant – milestone activities is one of the most effective methods to trim down the data set to more meaningful variants if you have too many – See also Strategy No. 9 in this article about How to Manage Complexity in Process Mining.

Strategy 2: Sorting based on sequence number

Sometimes you actually have information about in which sequence the activities occurred in some kind of sequence number attribute. This is great, because you can now sort your data set based on the sequence number (see below) and avoid the whole Same Timestamp Activities problem altogether.

Same Timestamps: Sorting based on sequence number (click to enlarge)

Because Disco uses the sequence from the activities in your original file for the events that have the same timestamp, this pre-sorting step will influences the order in which the variants and the process flows are formed and, therefore, fix the random order of the Same Timestamp Activities.

Strategy 3: Sorting based on activity name

Of course you don’t always have a sequence number that you can rely on for sorting the data. So what else can you do?

Another way that often helps is that you can pre-sort the data simply based on the activity name. The idea is that at least the activities that have the same timestamp (and are sometinmes in this and sometimes in that order) are now always in the same order, even if the order itself does not make much sense.

This is easy to do: Simply sort the data based on your activity column before importing it. However, sometimes this strategy can also backfire, because you may – accidentally – introduce wrong orders in same timestamp activities that by coincidence were fine before.

For example, consider the outcome of sorting the data based on activity name for the document signing process above:

Same Timestamps: Sorting based on activity name (click to enlarge)

It has helped to reduce the variation in the beginning of the process, but at the same time it has introduced a reverse order for the activities ‘Document Signed’ and ‘Response Received’ for case 3 (which have the same timestamps but were in the right order by coincidence in the original file).

Strategy 4: Sorting based on ideal sequence

To influence the order of the Same Timestamp Activities in the “right” way, you can analyze those process sequences in your data that are formed by actual differences in the timestamp. You can also talk to a domain expert to help you understand what the ideal sequence of the process would be.

For example, if you look at case 2 in the document signing process, then you can see that the sequence is fully determined by different timestamps (see screenshot below).

Same Timestamps: Understanding the ideal sequence (click to enlarge)

We are now going to use this ideal sequence to influence the sorting of the original data. One simple way to do it is to pre-face the activity names by a sequence number reflecting their place in the ideal sequence (i.e., ‘1 – Created’, ‘2 – Sent to Customer’, ‘3 – Response Received’, and ‘4 – Document Signed’) by using Find and Replace.

Same Timestamps: Pre-facing the activity names with a sequence number (click to enlarge)

After adding the sequence numbers, you can simply sort the original data by the activity column (see below).

Same Timestamps: Sorting based on ideal sequence reduces unwanted variation (click to enlarge)

This will bring the activities in the ideal sequence. When you now import the data in Disco, you should only see deviations from the ideal sequence if the timestamps actually reflect that.

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Process Mining Camp 2016 — Get Your Early Bird Ticket Now!

Process Mining Camp 2016 - Get your ticket now!

In less than two months we all come together for this year’s Process Mining Camp in Eindhoven. Right now we are busy working with a number of speakers to bring you the most interesting and inspiring talks at this year’s camp.

Like our camp audience, our speakers come to camp from all over the world. They come from the biggest companies out there, and from smaller organizations, and they apply process mining in a wide spectrum of use cases and roles. What they have in common is, they have a great story to tell. This year’s program is almost finalized, and we can’t wait to share it with you very soon.

Today, we are excited to open ticket sales: Head on over to the camp website and reserve your seat for this year’s Process Mining Camp now!

If you are really quick, you can still secure one of our 50 Early Bird tickets for a reduced rate. All tickets include lunch, coffee, dinner, and of course your very own camp t-shirt.

See you on 10 June in Eindhoven!

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Data Quality Problems In Process Mining And What To Do About Them — Part 4: Wrong Timestamp Configuration 1

1970

This is the fourth article in our series on data quality problems for process mining. Make sure you also read the previous articles on formatting errors, missing data, and Zero timestamps.

In the article on Zero timestamps we have seen how timestamp problems can lead to faulty case durations. But faulty timestamps do not only influence the case durations. They also impact the variants and the process maps themselves, because the order of the activities is derived based on the timestamps.

For example, take a look at the following data set with just one faulty timestamp. There is one case with a 1970 timestamp (see screenshot below – click on the image to see a larger version). As a result, the ‘Create case’ activity is positioned before the ‘Import forms’ activity.

Data quality problem in process mining - Wrong Sequences In Variants (click to enlarge)

If we look at the process map, then you see that in all other 456 cases the process flows the other way. Clearly, the reverse sequence is caused by the 1970 timestamp.

Data quality problems in process mining: Wrong Paths In Map (click to enlarge)

And if we look at the average waiting times in the process map, then this one faulty timestamp creates further problems and shows a huge delay of 43 years.

Data quality problems in process mining: Wrong Durations in Map (click to enlarge)

As you can see, data quality problems due to timestamp issues can distort your process mining analysis in many different places. Therefore, it is important to carefully assess the process map and the variants, if possible together with a domain expert, to spot any suspicious orderings of activities.

If you have found a problem with the timestamps, then there can be different reasons for why this is happening. Zero timestamps are just one possible reason. Here is the next one: Wrong timestamp configuration during import.

Wrong Timestamp Pattern Configuration

When you import a CSV or Excel file into Disco, the timestamp pattern is normally detected automatically. You don’t have to do anything. If it is not automatically detected, Disco lets you specify how the timestamp pattern should be interpreted rather than forcing you to convert your source data into a fixed timestamp format. And you can even work with different timestamp patterns in your data set.

However, if you have found that activities show up in the wrong order, or if you find that your process map looks weird and does not really show the expected process, then it is worth verifying that the timestamps are correctly configured during import.

You can do that by going back to the import screen: Either click on the ‘Reload’ button from the project view or import your data again. Then, select the timestamp column and press the ‘Pattern…’ button in the top-right corner. You will see a few original timestamps as they are in your file (on the left side) and a preview of how Disco interprets them (in green, on the right side).

Data quality problems: Wrong Timestamp pattern configuration (click to enlarge)

Check in the green column whether the timestamps are interpreted correctly. Pay attention to the lower and upper case of the letters in the pattern, because it makes a difference. For example, the lower case ‘m’ stands for minutes while the upper case ‘M’ stands for months.

How to fix: If you find that the preview does not pick up the timestamps correctly, configure the correct pattern for your timestamp column in the import screen. You can empty the ‘Pattern’ field and start typing the pattern that matches the timestamps in your data set (use the legend on the right, and for more advanced patterns see the Java date pattern reference for the precise notation and further examples). The green preview will be updated while you type, so that you can check whether the timestamps are now interpreted correctly. Then, press the ‘Use Pattern’ button

Wrong Timestamp Column Configuration

Another timestamp problem that can result from mistakes during the import step is that you may have accidentally configured some columns as a timestamp that are not actually a timestamp column in the sense of a process mining timestamp (but, for example, indicate the birthday of the customer).

In the customer service refund example below, the purchase date in the data has the form of a timestamp. However, this is a date that does not change over time and should actually be treated as an attribute. You can see that both the ‘Complete Timestamp’ as well as the ‘Purchase Date’ column have the title clock symbol in the header, which indicates that currently both are configured as a timestamp.

Data quality problems: Wrong Timestamp Column Configuration (click to enlarge)

If columns are wrongly configured as a timestamp, Disco will use them to calculate the duration of the activity. As a consequence, activities can show up in parallel although the are in reality not happening at the same time.

How to fix: Make sure that only the right columns are configured as a timestamp: For each column, the current configuration is shown in the header. Look through all your columns and make sure only your actual timstamp columns are showing the little clock symbol that indicates the timestamp configuration. Then, press again the ‘Start import’ button.

For example, in the customer service data set, we would change the configuration of the ‘Purchase Date’ column to a normal attribute as shown below.

Data quality problems: Wrong Timestamp Column Configuration (click to enlarge)

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Change in Perspective with Process Mining

Change in perspective with process mining

This article has been previously published as a guest post on the Data-Science-Blog (in German) and on KDnuggets (in English).

Data Scientists spend a large part of their day on exploratory analysis. In the 2015 Data Science Salary Survey, 46% of respondents said that they use one to three hours per day on the summarizing, visualization, and understanding of data, even more than on data cleansing and data preparation.

Process mining is focused on the analysis of processes, and it is an excellent tool in particular for the exploratory analysis of process-related data. If your data science project concerns business or IT processes, then you need to explore these processes and understand them first before you can train machine learning algorithms or run statistical analyses in any meaningful way.

With process mining you can get a process view of the data. The specific process view results from the following three parameters:

  1. Case ID: The selected case ID determines the scope of the process and connects the individual steps of a process instance from the beginning to the end (for example, a customer number, order number or patient ID)
  2. Activity: The activity name determines the steps that are shown in the process view (such as “order received” or “X-ray examination completed”).
  3. Timestamp: One or more timestamps per step (for example for the beginning and the end of an X-ray examination) are used to calculate the process sequence and to derive parallel process steps.

When you analyze a data set with process mining, then you determine at the beginning of the analysis, which columns in the data correspond to the Case ID, activity name, and timestamps. You can set these parameters in the configuration when importing the data into the process mining tool.

When importing a CSV file into the process mining software Disco, you can specify for each column in your data set how it should be interpreted.1

In the following example of a purchasing process, the Case ID column (the purchase order number) is configured as Case ID, the start and complete timestamps as Timestamp, and the Activity column as Activity. As a result, the process mining software automatically produces a graphical representation of the actual purchasing process based on historical data. The process can now be further analyzed based on facts.

Process Mining Activity perspective (click to enlarge)

Usually, the first process view– and the import configuration derived from it–follows from the process understanding and task at hand.

However, many process mining newcomers are not yet aware of the fact that a major strength of process mining, as an exploratory analysis tool, is that you can rapidly and flexibly take different perspectives on your process. The above parameters function as a lens with which you can adjust process views from different angles.

Here are three examples:

1. Focus on Another Activity

For the above purchasing process, we can change the focus on the organizational process flow by setting the Role column (the function or department of the employee) as Activity.

Process Mining Role perspective  (click to enlarge)

This way, the same process (and even the same data set) can now be analyzed from an organizational perspective. Ping-pong behavior and increased transfer times when passing on operations between organizational units can be made visible and addressed.

2. Combined Activity

Instead of changing the focus, you can also combine different dimensions in order to get a more detailed picture of the process.

If you look at the following call center process, you would probably first set the column “Operation” as activity name. As a result, the process mining tool derives a process map with six different process steps, which represent the accepting of incoming customer calls (“Inbound Call”), the handling of emails, and internal activities (“Handle Case”).

Process Mining with one activity column  (click to enlarge)

Now, imagine that you would like to analyze the process in more detail. You would like to see how many first-level support calls are passed on to the specialists in the back office of the call center. This information is actually present in the data. The attribute “Agent Position” indicates whether the activity was handled in the first-level support (marked as FL) or in the back office (marked as BL).

To include the “Agent Position” in the activity view, you can set both the column “Operation” and the column “Agent Position” as activity name during the data import step. The contents of the two columns are now grouped together (concatenated).

Process Mining with two activity columns  (click to enlarge)

As a result, we get a more detailed view of the process. We see for example that calls accepted at the first-level support were transferred 152 times to the back office specialists for further processing. Furthermore, no email-related activities took place in the back office.

3. Alternative Case Focus

Finally, we could question whether the service request ID of the CRM system, which was selected as the case ID, provides the desired process view for the call center process. After all, there is also a customer ID column and there are at least three different service requests noted for “Customer 3” (Case 3, Case 12 and Case 14).

What if these three requests are related and the call center agents just have not bothered to find the existing case in the system and re-open it? The result would be a reduced customer satisfaction because “Customer 3” has had to repeatedly explain the problem with every call.

The result would also be an embellished “First Call Resolution Rate.” The “First Call Resolution Rate” is a typical performance metric for call centers, which measures the number of times a customer problem could be solved with the first call.

Process Mining: different options for Case ID  (click to enlarge)

That is exactly what happened in the customer service process of an Internet company. In a process mining project, initially the customer contact process (via telephone, Internet, e-mail or chat) was analyzed with the Service ID column chosen as the case ID. This view produced an impressive “First Contact Resolution Rate” of 98%. Of 21,304 incoming calls, apparently only 540 were repeat calls.

Process Mining with SR number as Case ID  (click to enlarge)

Then the analysts noticed that all service requests were closed fairly quickly and almost never re-opened again. To analyze the process from the customer’s perspective, the Customer ID column was chosen as a case ID. This way, all calls of a specific customer in the analyzed time period were summarized into one process instance and repeating calls became visible.

Process Mining with customer number as Case ID  (click to enlarge)

The “First Contact Resolution Rate” in reality amounted to only 82%. Only 17,065 cases were actually started by an incoming call. More than 3,000 were repeat calls, but were counted as new service requests in the system (and on the performance report!).

Conclusion

Process mining allows you to get a process perspective on your data. Moreover, it is worthwhile to consider different views on the process. Look out for other activity perspectives, possible combinations of fields, and new perspectives on what constitutes the case in the process.

You can take different views to answer different questions. Often, multiple views are necessary to obtain an overall picture of the process.

Do you want to explore the perspective changes presented in this article yourself in more detail? You can download the used example files here and analyze them directly with the freely available demo version of our process mining software Disco.


  1. Note: For the open-source software ProM (http://www.promtools.org/) you often use XML formats such as XES or MXML, which contain this configuration.  
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Process Miner of the Year

Process Miner of the Year 2016

Have you completed a successful process mining project in the past months that you are really proud of? A project that went so well, or produced such amazing results, that you cannot stop telling anyone around you about it? You know, the one that propelled process mining to a whole new level in your organization? We are pretty sure that a lot of you are thinking of your favorite project right now, and that you can’t wait to share it.

We want to help you showcase your best work and share it with the process mining community. This is why we are introducing the Process Miner of the Year awards. The best submission will receive this award at this year’s Process Mining Camp, on 10 June in Eindhoven.

What we are looking for

We want to highlight process mining initiatives that are inspiring, captivating, and interesting. Projects that demonstrate the power of process mining, and the transformative impact it can have on the way organizations go about their work and get things done.

There are a lot of ways in which a process mining project can tell an inspiring story. To name just a few:

Of course, maybe your favorite project is inspiring and amazing in ways that can’t be captured by the above examples. That’s perfectly fine! If you are convinced that you have done some great work, don’t hesitate: Write it up, and submit it, and take your chance to be the Process Miner of the Year 2016!

How to enter the contest

You can either send us an existing write-up of your project, or you can write about your project from scratch. It is probably better to start from a white page, since we are not looking for a white paper, but rather an inspiring story, in your own words.

In any case, you should download this Word document, which contains some more information on how to get started. You can use it either as a guide, or as a template for writing down your story.

When you are finished, send your submission to info@fluxicon.com no later than 30 April 2016.

We can’t wait to read about your amazing projects!

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