Uncovering Manual Process Steps

31:10Recorded on 10 June 2016 at TU Eindhoven

Lucy Brand-Wesselink(ALFAM, Netherlands)

Lucy knows that the automation of the loan application process at ALFAM should make the process more efficient. But in practice she sees that departments and teams have been struggling.


Lucy Brand-Wesselink works at ALFAM, a subsidiary of ABN AMRO specializing in consumer credits. One of the challenges of ALFAM is to become more efficient when processing customer loan applications.

As a process manager in the Business Operating Office, Lucy knows that the automation of the loan application process should make the process more efficient. But in practice she sees that departments and teams have been struggling to fulfill the expectations to continue growth.

When reviewing the process with process mining, Lucy became aware that the real process was different than she thought. She expected a straight-through process, but instead was looking at a process with a lot of variation. Only 45% of the cases were processed completely automatically and the manual steps took 120 minutes per case longer than expected. Diving deeper into the data revealed the rework in the process.

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