Building Bridges Between Data and Business Value

43:24Recorded on 29 June 2017 at TU Eindhoven

Gijs Jansen(Essent, Netherlands)

One day Gijs, a business intelligence specialist for Essent, was asked to calculate the “snake plot” and “ping-pong factor” for a process.

Synopsis

Gijs Jansen works as a business intelligence specialist at Essent, a large energy supplier in the Netherlands. One day he was asked to calculate the “snake plot” and “ping-pong factor” for the process of becoming and being a customer. He had no clue how to approach this, but he was eager to solve this problem.

The business intelligence department is responsible to report Key Performance Indicators (KPIs) for these processes. However, reporting a “snake plot” was something different compared to the existing reports they delivered. It required a deeper insight into how the customer passed though the different departments and the number of times each department touched each request.

A colleague suggested that he could try process mining. Gijs first started a small process mining project to analyse the credit insurance process. It was a simple process that was expected to be automated for most cases. However, the process mining results showed the contrary: Gijs found that disputes on contracts required a manual intervention for many cases.

This experience gave him the confidence to attack the “snake plot” and “ping-pong factor” problem. It took some effort but Gijs was able to extract the data for the customer process and transform it into the right process mining format. He then analyzed the process maps and saw how each customer request was handled, which departments were involved, and how often each request was touched by which employee. This resulted into a new set of KPIs that were discussed monthly to reduce the lead time and to limit the number of touches.

Come join us at camp this year!

This year's Process Mining Camp will take place on 16 & 17 June 2020Come join us for two full days of process mining, and meet the worldwide community in Eindhoven!

Find out more!

More from Process Mining Camp 2017

Process Mining at The Dutch Railway

Remco Bunder (Nederlandse Spoorwegen) and Jacco Vogelsang (Nederlandse Spoorwegen)

The experiments of Remco and Jacco are a fantastic example of how enthusiasm and persistence can help you grow from a process mining novice to achieving great results within just 1 year.

Process Mining from a Change Manager's Perspective

Sebastiaan van Rijsbergen (Nationale Nederlanden)

From Sebastiaan's process mining journey we can learn how involving multi-disciplinary teams, an iterative approach, and data governance are critical to scaling up your process mining success.

Process Mining in Internal Audit

Wilco Brouwers (CZ) and Dave Jansen (CZ)

As the frontrunners within their team, Wilco and Dave have developed a new approach for auditing their digital processes of the future.

Lean & Process Mining

Roel Blankers (VGZ) and Wesley Wiertz (Sifters)

Process mining is a great addition to the Lean toolbox and a fun way to collaborate with domain experts to find opportunities to improve.

Mining The Customer Journey

Mick Langeberg (Veco)

Mick and his team identified a new process ‘From Engineering to Order’ that was not managed before. By experimenting with this new process for a few weeks they were able to get jaw-dropping results.

Process Miner of the Year 2017

Carmen Lasa Gómez (Telefónica)

The 2017 Process Miner of the Year award was awarded to a team at Telefónica, who discovered operational drifts in their IT service management processes with process mining.

Explore Process Mining Camp 2017

© 2020 by Fluxicon BV, all rights reserved.
You can read our privacy policy here.

Page created in 27.5 ms.