Adopting Process Mining at the Rabobank

35:09Recorded on 18 June 2014 at TU Eindhoven

Frank van Geffen(Rabobank, Netherlands)

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.

Synopsis

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.

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