Frank shares their impressive journey of adopting process mining worldwide. In one of the projects, an IT service desk process could be improved such that after six months the team had reduced waiting time in aggregate by 72,000 hours.
Frank van Geffen is a Process Innovator at the Rabobank. He realized that it took a lot of different disciplines and skills working together to achieve what they have achieved. It's not only about knowing what process mining is and how to operate the process mining tool. Instead, a lot of emphasis needs to be placed on the management of stakeholders and on presenting insights in a meaningful way for them.
The results speak for themselves: In their IT service desk improvement project, they could already save 50,000 steps by reducing rework and preventing incidents from being raised. In another project, business expense claim turnaround time has been reduced from 11 days to 1.2 days. They could also analyze their cross-channel mortgage customer journey process.
As a data scientist during a project at ING in Australia, John struggled with finding the right kind of visualization that he could show to the business user. He discovered that process mining was the perfect tool for the job.
Many companies have outsourced processes, but are these processes really meeting the performance criteria that are in the contract? Without process mining, one has to believe the self-reports from the provider.
Typical management reporting is not actionable, because it is heavily averaged and the granularity is limited by pre-determined categories. Nick shows based on two IT Service Management examples how process mining helps to find the actual problem areas.
Official statistics are made via processes. To produce statistics of good quality, and as cost-efficiently as possible, process improvement and process mining can be used. Johan shows concrete results from analyzing the labor force survey process.
Process mining provides clear benefits – both for auditors and for the auditees. Erik demonstrates this based on three case studies. For example, process mining can help to understand and audit processes that are different in different countries.
Wil talks about how process mining fits in the wider data science spectrum and which research programs will be coming up at the new Data Science Center Eindhoven (DSC/e). At the DSC/e, process mining will be combined with other data science techniques such as data mining and statistics, the internet of things, but also look at human and social aspects.
A panel discussion about the state of process mining, and the process analytics market. Where are we in 2014, and what can we do to move the needle towards a wider adoption and use of process mining.
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