Roel Blankers and Wesley Wiertz work at VGZ. The health insurance cooperation VGZ is using operational visual management to track process performance every day. Lean has been adopted as the problem-solving methodology.
However, it took Roel a lot of time to map the existing processes during brown paper sessions before they were able to understand the real problem. When they analyzed the non-routine dental care claims process they decided to try a different approach: Process mining.
After extracting and preparing the data, they discovered that this process took 28 days to complete. In the discovered process maps they could see that a lot of the requests were being forwarded from the administrative teams to the medical advisors. Just by sharing the discovered process and asking why these claims needed to be forwarded to advisors, they found that a lot of these cases could actually be handled by the administrative teams. Therefore, it was proposed to set up an experiment to transfer the knowledge between the medical advisors and the administrative teams. Using process mining, they were able to validate that this new approach has in fact improved the lead time by almost 40%.
With process mining they were able to identify the problem quickly. They got a fact-based insight, which prevented them from jumping to conclusions. Process mining is a great addition to the Lean toolbox and a fun way to collaborate with domain experts to find opportunities to improve.
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.
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.
As the frontrunners within their team, Wilco and Dave have developed a new approach for auditing their digital processes of the future.
One day Gijs, a business intelligence specialist for Essent, was asked to calculate the “snake plot” and “ping-pong factor” for a process.
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.
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.
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