Total Gas & Power is a B2B energy supplier in the Netherlands and part of the Total Group. Carmen and Noortje discuss how they analyzed the customer journey process at Total.
Analyzing the customer journey is all about shifting the focus from an internal department view to a customer perspective. To achieve that, Business Intelligence analyst Carmen Vermeer and Marketing Manager Noortje Groenendaal used process mining for their analysis of the customer lifecycle at Total.
The departments who are responsible for customer service, billing, sales, and marketing, are all involved in this customer lifecycle. Instead of looking at these individual departments one by one, Carmen and Noortje determined what a successful and what an unsuccessful customer journey looks like from a customer’s point of view. Then, they analyzed the effect of actions that were taken to increase customer satisfaction and the timing of these actions.
Lufthansa Technik AG is the Lufthansa Engineering group that provides maintenance, repair, and overhaul services for aircraft, engines, and components. Christian shows how they used the theory of constraints to identify and address bottlenecks in the parts repair process.
Sudhendu developed a ‘Process Wind Tunnel’ framework by combining process mining and simulation. Based on real-world data, discrete-event simulation optimization is used for improving insurance business processes within AIG.
Nelleke performed three process mining projects at a.s.r. Based on these experiences, she concludes that different organizational approaches are needed to introduce process mining in different situations.
Zsolt shows how process mining can support auditors. Process data is everywhere and process mining helps auditors to use that data to assess the performance and compliance of processes.
Hilda analyzed healthcare data from the Veterans Affairs Corporate Data Warehouse to discover and visualize clinical order processes like the radiology process.
Harm and Redmar show how their operational management approach incorporates process mining to maintain and improve performance. Process mining gives them deeper insights into the effects of changes and helps to take the right measures when things suddenly change.
The final speaker at Process Mining Camp 2020 was Wil van der Aalst, the founding father of process mining. In his closing keynote, Wil talks about new research in “Object-Centric Process Mining”.
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