This article is part of a collection of process mining examples organized by use case. You can find the full overview here.

The most common use case for process mining is process improvement. These improvement projects are carried out in the context of existing improvement methodologies, such as Lean, Six Sigma, BPM, PDCA, etc. Process improvement specialists, or centralized process improvement teams, perform the process mining analyses and work together with the business units that are responsible for the process and have the domain knowledge.

• Example project at a loan application process by combining process mining and Lean Six Sigma (see also our Lean Six Sigma café here).

• Christian Pohle from Lufthansa Technik AG used process mining in combination with the Theory of Constraints (TOC) to identify and address bottlenecks in the parts repair process.

• Frank van Geffen and Rudi Niks analyze the IT service management process of Volvo IT. The apply the DMAIC improvement framework.

• Roel Blankers from VGZ improved the lead time of the dental care claims process by almost 40%. They are operational visual management to track process performance every day. Lean has been adopted as the problem-solving methodology.

• Joris Keizers from Veco achieved a 50% cycle time reduction for their core production process. See also his case study that shows how process mining is more accessible than statistical analyses from the classical Six Sigma toolbox.

• Sudhendu Rai shared his experiences of using process mining with simulation at AIG. He shows how they could reduce the cycle time from 12 days to 5 days, increasing the throughput by over 30%.

• Klaus Kühnel and Minh Chau Nguyen analyzed the polysilicon production process at Wacker Chemie AG. One of the projects has resulted in saving the company 17 million Euros per year and another lead to a cost reduction of 400 thousand Euros per year. In the following Process Mining Café with Joris Keizers from Veco, we discussed how you can keep a connection to the physical process when you analyze the data.

• Jozef Gruzman and Claus Mitterlehner from Raiffeisen Bank International share how they use a black-box discovery approach before they explore and review the processes with the subject matter experts in the different countries.

• Léonard Studer from the City of Lausanne was among the speakers of the very first process mining camp in 2012. Three years later, he came back to show a detailed study of the construction permit process. In his process mining café, we talked about being creative in finding data and ethics.

• Bart van Acker from RadboudUMC saw how process mining helped to bridge the gap between process improvement professionals and the medical staff based on the example of the Intensive care unit and the Head and Neck Care chain.

• Sebastiaan van Rijsbergen from Nationale Nederlanden talked about the journey of change and how process mining had brought peace into a discussion that was heated by opinions and conflict before. He also joined our change management cafe.

• David Baltar Boilève from the Hospital Universitario Lucus Augusti analyzed bottlenecks in the cancer diagnosis process. They presented their case here and you can find a PDF version here.

• Carmen Lasa Gómez first analyzed the work order process Telefónica. As a result, the percentage of work orders that are performed outside the scheduled window could be decreased from 62% to 5% within just one year. They also discovered a hidden cultural drift in their incident management process (PDF version).

• Matthew H. Loxton from WBB contributed a case study that shows how process mining can be used for Quality Improvement. They found opportunities for improvement related to data governance risks, functionality of EHR, and inconsistent use of EHR status and disposition.

• Sebastiaan van Rijsbergen from Nationale Nederlanden talked about the journey of change and how process mining had brought peace into a discussion that was heated by opinions and conflict before. He also joined our change management cafe.

• Mitchell Cunningham from the Suncorp personal insurance branch integrated process mining into their process management methodology. They also explored connecting process mining results to service process outcome measures, like customer satisfaction.

• Hilda B. Klasky from Oak Ridge National Laboratory analyzed healthcare data from the Veterans Affairs Corporate Data Warehouse to discover and visualize clinical order processes like the radiology process.

• Earlier health care studies show applications at the AMC in Amsterdam, the hospital of So Sebastio in Santa Maria da Feira, Portugal, and the General hospital of Chania in Greece.

• Niyi Ogunbiyi from Deutsche Bank talked about being clear about what process mining can and can’t do and about finding the right balance between targeted vs. untargeted exploration.

• Nelleke Smits from a.s.r. worked together with different business units for her process mining projects in the Medical Report, Complaints, and Life Product Expiration areas. During these projects, she realized that different organizational approaches are needed for different situations.

• Kevin Joinson GlaxoSmithKline (GSK) developed a new approach for cost deployment. Cost deployment is a method from World Class Manufacturing, where an industrial engineering approach is taken to understand the cost of losses based on 100% of the cost (PDF version).

• Daan Jabroer from the Volksbank talked about the importance of the collaboration between the process mining analyst and the domain expert at Process Mining Camp 2021 and we discussed process improvement practices with Sudhendu Rai from AIG in the Process Mining Café afterwards.

• Henrique Pais da Costa from the Brazilian government applied process mining in the Brazilian executive branch. They looked at the production of administrative acts from conception until submission to the legislative branch, represented by the National Congress, or until publication.

• Capgemini analyzed the Procure-to-Pay process for AkzoNobel Decorative Paints. 16 local processes could be analyzed in a very short time frame without the need to hold local workshops and process mapping sessions in all these countries.

Anne Rozinat

Market, customers, and everything else

• anne@fluxicon.com
• annerozinat
• @arozinat

Anne knows how to mine a process like no other. She has conducted a large number of process mining projects with companies such as Philips Healthcare, Océ, ASML, Philips Consumer Lifestyle, and many others.