How to Set Up Process Mining in a Decentralized Organization?

53:17Recorded on 18 June 2020

Nelleke Smits(a.s.r., Netherlands)

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.


The history of a.s.r. begins 1720 in “Stad Rotterdam”, which as the oldest insurance company on the European continent was specialized in insuring ocean-going vessels — not a surprising choice in a port city like Rotterdam. Today, a.s.r. is a major Dutch insurance group based in Utrecht.

Nelleke Smits is part of the Analytics lab in the Digital Innovation team. Because a.s.r. is a decentralized organization, she worked together with different business units for her process mining projects in the Medical Report, Complaints, and Life Product Expiration areas. During these projects, she realized that different organizational approaches are needed for different situations.

For example, in some situations, a report with recommendations can be created by the process mining analyst after an intake and a few interactions with the business unit. In other situations, interactive process mining workshops are necessary to align all the stakeholders. And there are also situations, where the process mining analysis can be carried out by analysts in the business unit themselves in a continuous manner. Nelleke shares her criteria to determine when which approach is most suitable.

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