An initial one-man project can have a huge impact. Gerardo and Rafael created 4 million USD more demand deposits for BAC in Costa Rica in just six months.
BAC is the biggest bank in Central America, and its headquarters are in Costa Rica. Gerardo is the head of optimization, and Rafael is a senior process engineer. Together, they analyzed the bank account opening process at BAC. They focused on the manual process steps to identify process improvement opportunities.
Even if a case meets all the individual departments' SLAs, Gerardo and Rafael found that the customer's result can be bad. By analyzing the process from an end-to-end view, they shifted the perspective to the customer experience. As a result, they reduced throughput times by 53%, avoided reprocessing in 69% of the cases, and increased closing rates by 41%.
They achieved all this by bringing the department managers together in workshops. In these workshops, they analyzed the process from a holistic perspective. They looked at defects, waiting times, and over-processing. This joint analysis and the resulting discussions built trust and enabled them to find cross-departmental compromises that improved the overall process.
Lieven taught us that anyone can be an auditor by applying curiosity and critical thinking. He uncovered a bug in the IT system and relieved an overloaded worker in the purchasing department.
Generating improvement ideas for a website requires that you understand the real customer journey paths. Alex showed how he uses process mining to go beyond a classical funnel view.
The data analytics team at DHL supports other internal auditors in different departments. Ghada and Caleb showed how they review data quality and check compliance.
Aljosa analyzed the credit card transfer process at OTP Bank in Serbia. He discovered that people filling in at different branches on different days caused most of the delays in the process.
At Serco, 100 RPA bots and 600 humans work hand in hand. Using process mining, Erik analyzed the handover between robots and human workers to further improve their cooperation.
© 2025 by Fluxicon BV, all rights reserved.
You can read our privacy policy here.
Page created in 15.8 ms.
