Applying Process Mining to a Dispatching Process

1:03:24Recorded on 10 June 2016 at TU Eindhoven

Abs Amiri(SPARQ Solutions, Australia)

Find out how to bridge the gap between business and IT, so that they work closely together to accomplish a common goal.


Abs Amiri works at SPARQ Solutions, who provide Information and Communications Technology services to government-owned suppliers like Energex and Ergon Energy in Queensland, Australia. Due to price pressure, there has been an increased need to cut costs and become more efficient.

As a senior analyst, programmer and data science lead, Abs developed new and innovative ways to help Energex and Ergon Energy improve their operations. His approach started with involving leadership to formulate the right questions. Then, he used his data expertise to wrangle the data into a format that was ready for process mining. He continued to validate the data and involved people with domain knowledge.

He then used process mining to understand how the processes actually worked and identified the factors that were causing variation and bottlenecks. By analysing the end-to-end processes with process mining, he was able to create significant benefits for the call dispatching processes.

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