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.
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.
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.
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.
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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