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Call Centre and Process Mining

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    Call Centre and Process Mining Call Centre and Process Mining Presentation Transcript

      • Connecting Process Professionals
    • Business Process Mining © 2009
    • What is Process Mining?
      • Process Mining is about;
        • the discovery, analysis and improvement 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
    • The Call Centre Case Study Business Process Mining © 2009
    • Call Centre – the ‘as designed’ process Business Process Mining © 2009
    • Event Log – generated by the call centre process case or process instance Business Process Mining © 2009 Event log mxml PromImport Prom case or process instance process mining software 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
    • Process Discovery - control flow & performance What does a business process look like? Business Process Mining © 2009
    • 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
    • Process Discovery – ‘actual’ process Business Process Mining © 2009
    • Next step – statistical analysis
      • Is the process in statistical control ?
      • Yes (excluding abandoned calls)
      Business Process Mining © 2009
    • Capability Analysis – examine the distribution Business Process Mining © 2009
      • Process is lognormal – as expected
      • Ppk > 1 - Process is capable – can be improved!
    • 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
    • Process Analysis – only cases that completed successfully Business Process Mining © 2009
    • Process Discovery - control flow & decision points Business Process Mining © 2009
    • Basic Performance Analysis (global) Business Process Mining © 2009
    • Basic Performance Analysis (process 33128) Business Process Mining © 2009
    • Basic Performance Analysis (task/originator) Business Process Mining © 2009
    • Process Diagram Analysis – most common paths taken Business Process Mining © 2009
    • Process Analysis – who is working together? Business Process Mining © 2009
    • Business Process Mining © 2009 Organisational knowledge used to aid analysis
      • Semantics of names and roles understood by people but not known by system
      • Build Ontology/Hierarchy to reflect organisational view (WSML)
    • Business Process Mining © 2009 Organisational knowledge used to aid analysis
    • Business Process Mining © 2009 Application knowledge used to aid analysis
      • Semantics of application understood by domain experts but not known by system
      • Unravelling complexity & heterogeneity
    • Business Process Mining © 2009 Application knowledge used to aid analysis
    • Business Process Mining © 2009 Using semantics to check conformance (1)
      • Show instances of Regular Service completed by members of Team 4
    • Business Process Mining © 2009 Using semantics to check conformance (2)
      • 1 of 56 instances of Regular Service completed by members of Team 4 - (Morgan)
    • Process Analysis – Conformance Checker Business Process Mining © 2009
    • Business Process Mining © 2009 Conversion to EPC
    • Business Process Mining © 2009 Summary
      • Process Mining perspectives
        • Control flow
        • Performance
        • Organisational
        • Conformance & Audit
        • Case
      • Part of the Process Improvement toolkit
        • Data easily transferable to BPM tools
    • Business Process Mining © 2009 Why do we need Process Mining?