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Call Centre & Process Mining

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An example of how process mining can help process discovery and analysis. If you have any questions please contact me gvarvaressos@ozemail.com.au

An example of how process mining can help process discovery and analysis. If you have any questions please contact me gvarvaressos@ozemail.com.au

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  • 1. The Call Centre Process discovery, analysis & improvement through process mining George Varvaressos Business Process Mining © 2009
  • 2. What is Process Mining?
    • Process Mining is about;
      • the discovery, analysis and monitoring of business processes by extracting information from an organisation’s event logs
      • the reverse-engineering of processes
      • analysis of human workflows
      • conformance, performance analysis and
      • auditing capabilities
    Business Process Mining © 2009
  • 3. Call Centre – the ‘as designed’ process Business Process Mining © 2009
  • 4. Event Log – generated by the call centre process case or process instance Business Process Mining © 2009 Event log Mxml PromImport Prom Process_ID EventName EventType Timestamp Originator Type Server Outcome 33116 VRU start 1/01/1999 0:00:31 No_Server PS No_Server Hang 33116 VRU complete 1/01/1999 0:00:36 No_Server PS No_Server Hang 33117 VRU start 1/01/1999 0:34:12 No_Server PS No_Server Hang 33117 VRU complete 1/01/1999 0:34:23 No_Server PS No_Server Hang 33118 VRU start 1/01/1999 6:55:20 Michael PS Michael Agent 33118 VRU complete 1/01/1999 6:55:26 Michael PS Michael Agent 33118 Regular_Service start 1/01/1999 6:55:44 Michael PS Michael Agent 33118 Regular_Service complete 1/01/1999 6:56:37 Michael PS Michael Agent 33119 VRU start 1/01/1999 7:41:16 Jack PS Jack Agent 33119 VRU complete 1/01/1999 7:41:26 Jack PS Jack Agent 33119 Regular_Service start 1/01/1999 7:41:27 Jack PS Jack Agent 33119 Regular_Service complete 1/01/1999 7:44:53 Jack PS Jack Agent
  • 5. Process Discovery - control flow & performance What does a business process look like? Business Process Mining © 2009
  • 6. Process Discovery - control flow & decision points Business Process Mining © 2009
  • 7. Process Discovery – key data
    • What the business processes actually looks like!
      • possible bottlenecks
      • the throughput rate
      • the arrival rate
      • waiting times
      • decision points
    • Not on the original ‘as designed’ workflow diagram
      • abandonment/balk behaviour ( black boxes ) from VRU only
      • abandonment after VRU (10%) including hang & phantoms
    Business Process Mining © 2009
  • 8. Process Discovery – ‘actual’ process Business Process Mining © 2009
  • 9. Next step – statistical analysis
    • Is the process in statistical control ?
    • Yes (excluding abandoned calls)
    Business Process Mining © 2009
  • 10. Capability Analysis – examine the distribution Business Process Mining © 2009
    • Process is lognormal – as expected
    • Ppk > 1 - Process is capable – can be improved!
  • 11. Business Process Mining © 2009 Call Centre Process Discovery – summary
    • event logs – converted to process data
    • workflow – designed compared to actual
    • decision points – business rules quantified
    • performance data – bottlenecks identified
    • process capability – in control and capable
    • Next step is to examine the process in detail
  • 12. Process Analysis – only cases that completed successfully Business Process Mining © 2009
  • 13. Basic Performance Analysis (global) Business Process Mining © 2009
  • 14. Basic Performance Analysis (process 33128) Business Process Mining © 2009
  • 15. Basic Performance Analysis (task/originator) Business Process Mining © 2009
  • 16. Process Diagram Analysis – most common paths taken Business Process Mining © 2009
  • 17. Process Analysis – who are working together? Business Process Mining © 2009
  • 18. Business Process Mining © 2009 Organisational knowledge used to aid analysis
    • Semantics of names and roles understood by organisation but not known by system
    • Different to discovered role hierarchy
  • 19. Business Process Mining © 2009 Organisational knowledge used to aid analysis
  • 20. Business Process Mining © 2009 Application knowledge used to aid analysis
    • Semantics of application understood by domain experts but not known by system
  • 21. Business Process Mining © 2009 Application knowledge used to aid analysis
  • 22. Business Process Mining © 2009 Using semantics to check conformance (1)
    • Show instances of Regular Service completed by members of Team 4
  • 23. Business Process Mining © 2009 Using semantics to check conformance (2)
    • 1 of 56 instances of Regular Service completed by members of Team 4 - (Morgan)
  • 24. Business Process Mining © 2009 Summary
    • Process Mining perspectives
      • Control flow
      • Performance
      • Organisational
      • Conformance
      • Case
    • Part of the Process Improvement toolkit