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Process Mining                                Open House SeminarFaculty of Economics and Business Administration          ...
PresentationThis presentation is from Fluxicon as part of their Academic InitiativeIt is used under the Creative Commons...
Goals of this tutorialUnderstand phases of process mining analysisBe able to get started and play around with your own d...
Example ScenarioCustomer service process                                                       Call center             1  ...
Outline1. Example Scenario2. Roadmap3. Process Mining Session4. Take-away PointsPresentation for Ideas@Work - Tutorial fro...
Example ScenarioCustomer service process                                                       Call center             1  ...
Example Scenario                                                                        StartOur problem:                 ...
Example Scenario Process Mining: You can’t control what you can’t measure.Questions:     1) Is the expected process the ac...
RoadmapPresentation for Ideas@Work - Tutorial from Fluxicon ©                          9 / 51
Data ExtractionIT Admin of call center performs                                         CRMSQL Query on the CRM system   ...
RoadmapPresentation for Ideas@Work - Tutorial from Fluxicon ©                         11 / 51
Event Log ConstructionInput data needs to be mapped onto event sequencesFluxicon’s tool Nitro makes this easy           ...
RoadmapPresentation for Ideas@Work - Tutorial from Fluxicon ©                         13 / 51
Data AnalysisEvent log can be loaded in open source software ProM (We use Version 5.2)                                   ...
Roadmap               Focus of today’s sessionPresentation for Ideas@Work - Tutorial from Fluxicon ©                      ...
Hands-on SessionLet’s get started!            Presentation for Ideas@Work - Tutorial from Fluxicon ©                      ...
Step 0 - Inspect DataOpen ExampleLog.csv file in Excel and inspect its contentsYou can see information about   •   Servi...
Step 0 - Inspect DataPresentation for Ideas@Work - Tutorial from Fluxicon ©                         18 / 51
Step 1- Construct LogStart Nitro and load ExampleLog.csvAssign columns as follows:    Service ID ➞ Case ID    Operation ...
Step 1- Construct LogPresentation for Ideas@Work - Tutorial from Fluxicon ©                         20 / 51
Step 2 - Inspect LogLook at ‘Statistics’ tab to see overview information about event logSelect ‘Explorer’ tab to inspect...
Step 2 - Inspect LogPresentation for Ideas@Work - Tutorial from Fluxicon ©                         22 / 51
Step 3 - Discover ProcessStart ProM and open ExampleLog.mxml.gzChoose ‘Mining ➞ Raw ExampleLog.mxml.gz (unfiltered) ➞ He...
Step 3 - Discover ProcessPresentation for Ideas@Work - Tutorial from Fluxicon ©                         24 / 51
Step 4 - Add Start and EndGo back to log window and select ‘Filter’ tabSelect ‘Advanced’ filter tabSelect ‘Add Artifici...
Step 4 - Add Start and EndPresentation for Ideas@Work - Tutorial from Fluxicon ©                         26 / 51
Step 5 - Discover ProcessChoose ‘Mining ➞ Filtered ExampleLog.mxml.gz (Advanced filter) ➞ Heuristics miner’ from menuPre...
Step 5 - Discover ProcessPresentation for Ideas@Work - Tutorial from Fluxicon ©                         28 / 51
Step 6 - Compare Process                                                                           StartAnswer question N...
Step 6 - Compare Process                                                Not allowedNot allowed              Presentation f...
Step 7 - Construct New LogGoal: We want to see whether quality problem is in front line (FL) or back line (BL)Go back to...
Step 7 - Construct New LogPresentation for Ideas@Work - Tutorial from Fluxicon ©                         32 / 51
Step 8 - Inspect New LogOpen new log in ProMSelect ‘Filter’ tab and see how activities are distinguished between BL and ...
Step 8 - Inspect New LogPresentation for Ideas@Work - Tutorial from Fluxicon ©                         34 / 51
Step 9 - Drill DownSelect ‘Inbound Call-BL’ in ‘Start events’ filter to focus on cases that start with this activityGo t...
Step 9 - Drill DownPresentation for Ideas@Work - Tutorial from Fluxicon ©                         36 / 51
Step 10 - Discover ProcessGo to ‘Filter’ tab in log window again, choose ‘Advanced’ filter tab   • Select + add ‘Add Arti...
Step 10 - Discover ProcessPresentation for Ideas@Work - Tutorial from Fluxicon ©                         38 / 51
Step 11 - Tune Level of DetailMove the slider in the ‘Node filter’ tab on the right (“significance cutoff”) up and downO...
Step 11 - Tune Level of DetailPresentation for Ideas@Work - Tutorial from Fluxicon ©                         40 / 51
Step 12 - Animate ProcessGo to ‘Animation’ tab and pull ‘Lookahead’ slider to the far left ➞ Press ‘view animation’Press...
Step 12 - Animate ProcessPresentation for Ideas@Work - Tutorial from Fluxicon ©                         42 / 51
That’s it!We learned how to discover a process model and found opportunities to improve service quality by targeted train...
Further StepsProcess Mining allows for much more:    •   Perform quantitative analysis    •   Explicitly check conformance...
Conformance Initial Model               Start                                                     67% of the cases “fit”  ...
Social Network AnalysisShows case transfers between agents      Presentation for Ideas@Work - Tutorial from Fluxicon ©    ...
Take-away PointsReal processes are often more complex than you would expectThere is no one “right” modelYou can take mu...
My research                   PhD project for Ghent UniversityFaculty of Economics and Business Administration            ...
My researchCSV             EventData             LogCSV             EventData             Log                             ...
Free data analysisYou are looking for an easy way to jump in?I am looking for some real case examples.Let’s work togeth...
Contact information               Jan Claes               jan.claes@ugent.be               http://processmining.ugent.be  ...
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Ideas@Work Open House Seminar 2011

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Slides of my presentation at Ideas@Work Open House Seminar, 30 March 2011, Brussel, B

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Transcript of "Ideas@Work Open House Seminar 2011"

  1. 1. Process Mining Open House SeminarFaculty of Economics and Business Administration Presentation for Ideas@WorkDepartment of Management Information and Operations Management 30 August, 2011
  2. 2. PresentationThis presentation is from Fluxicon as part of their Academic InitiativeIt is used under the Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported LicenseMore information: www.fluxicon.com Presentation for Ideas@Work - Tutorial from Fluxicon © 2 / 51
  3. 3. Goals of this tutorialUnderstand phases of process mining analysisBe able to get started and play around with your own data Presentation for Ideas@Work - Tutorial from Fluxicon © 3 / 51
  4. 4. Example ScenarioCustomer service process Call center 1 CRM 2Customers Front Line Back Line Presentation for Ideas@Work - Tutorial from Fluxicon © 4 / 51
  5. 5. Outline1. Example Scenario2. Roadmap3. Process Mining Session4. Take-away PointsPresentation for Ideas@Work - Tutorial from Fluxicon © 5 / 51
  6. 6. Example ScenarioCustomer service process Call center 1 CRM 2Customers Front Line Back Line Presentation for Ideas@Work - Tutorial from Fluxicon © 6 / 51
  7. 7. Example Scenario StartOur problem: Inbound Call Inbound Email Increased costs: - More activities - Lower first call resolution Handle Handle Email rate Case Decreased customer Call Outbound Email Outbound satisfaction: - Net promotor score (NPS) Expected End Process Presentation for Ideas@Work - Tutorial from Fluxicon © 7 / 51
  8. 8. Example Scenario Process Mining: You can’t control what you can’t measure.Questions: 1) Is the expected process the actual process? 2) Can we find points of improvement to save cost or increase quality? Presentation for Ideas@Work - Tutorial from Fluxicon © 8 / 51
  9. 9. RoadmapPresentation for Ideas@Work - Tutorial from Fluxicon © 9 / 51
  10. 10. Data ExtractionIT Admin of call center performs CRMSQL Query on the CRM system  All cases started last month  For two problematic product CSV categories DataCSV file is starting point for our Session Presentation for Ideas@Work - Tutorial from Fluxicon © 10 / 51
  11. 11. RoadmapPresentation for Ideas@Work - Tutorial from Fluxicon © 11 / 51
  12. 12. Event Log ConstructionInput data needs to be mapped onto event sequencesFluxicon’s tool Nitro makes this easy Download from fluxicon.com/nitro CSV Event Data Log Presentation for Ideas@Work - Tutorial from Fluxicon © 12 / 51
  13. 13. RoadmapPresentation for Ideas@Work - Tutorial from Fluxicon © 13 / 51
  14. 14. Data AnalysisEvent log can be loaded in open source software ProM (We use Version 5.2) Download from www.promtools. Event org/prom5/ LogAcademic toolset that is great to start experimenting with process mining Presentation for Ideas@Work - Tutorial from Fluxicon © 14 / 51
  15. 15. Roadmap Focus of today’s sessionPresentation for Ideas@Work - Tutorial from Fluxicon © 15 / 51
  16. 16. Hands-on SessionLet’s get started! Presentation for Ideas@Work - Tutorial from Fluxicon © 16 / 51
  17. 17. Step 0 - Inspect DataOpen ExampleLog.csv file in Excel and inspect its contentsYou can see information about • Service instances • Service operations • Start and end times • Additional data.. Presentation for Ideas@Work - Tutorial from Fluxicon © 17 / 51
  18. 18. Step 0 - Inspect DataPresentation for Ideas@Work - Tutorial from Fluxicon © 18 / 51
  19. 19. Step 1- Construct LogStart Nitro and load ExampleLog.csvAssign columns as follows: Service ID ➞ Case ID Operation ➞ Activity Start Date ➞ Set ‘column ignored’ End Date ➞ Timestamp ... ➞ Other Agent ➞ ResourcePress ‘Start conversion’ Presentation for Ideas@Work - Tutorial from Fluxicon © 19 / 51
  20. 20. Step 1- Construct LogPresentation for Ideas@Work - Tutorial from Fluxicon © 20 / 51
  21. 21. Step 2 - Inspect LogLook at ‘Statistics’ tab to see overview information about event logSelect ‘Explorer’ tab to inspect individual service instancesPress ‘Export MXML file...’ Presentation for Ideas@Work - Tutorial from Fluxicon © 21 / 51
  22. 22. Step 2 - Inspect LogPresentation for Ideas@Work - Tutorial from Fluxicon © 22 / 51
  23. 23. Step 3 - Discover ProcessStart ProM and open ExampleLog.mxml.gzChoose ‘Mining ➞ Raw ExampleLog.mxml.gz (unfiltered) ➞ Heuristics miner’ from menuPress ‘start mining’Look at the resulting process model - Numbers in rectangles are activity frequencies - Lower number at arcs is frequency of connection Presentation for Ideas@Work - Tutorial from Fluxicon © 23 / 51
  24. 24. Step 3 - Discover ProcessPresentation for Ideas@Work - Tutorial from Fluxicon © 24 / 51
  25. 25. Step 4 - Add Start and EndGo back to log window and select ‘Filter’ tabSelect ‘Advanced’ filter tabSelect ‘Add Artificial Start Task Log Filter’ from list ➞ press ‘add selected filter’ ➞ press ‘add new filter’Select ‘Add Artificial End Task Log Filter’ ... Presentation for Ideas@Work - Tutorial from Fluxicon © 25 / 51
  26. 26. Step 4 - Add Start and EndPresentation for Ideas@Work - Tutorial from Fluxicon © 26 / 51
  27. 27. Step 5 - Discover ProcessChoose ‘Mining ➞ Filtered ExampleLog.mxml.gz (Advanced filter) ➞ Heuristics miner’ from menuPress ‘start mining’ Presentation for Ideas@Work - Tutorial from Fluxicon © 27 / 51
  28. 28. Step 5 - Discover ProcessPresentation for Ideas@Work - Tutorial from Fluxicon © 28 / 51
  29. 29. Step 6 - Compare Process StartAnswer question No. 1: Is the expected process the Inbound Call Inbound Email actual process?Observations: Handle Case Handle Email 1. Actual process is much more complex! Email Call Outbound Outbound 2. Does not always start with calls or emails (quality problem) End Presentation for Ideas@Work - Tutorial from Fluxicon © 29 / 51
  30. 30. Step 6 - Compare Process Not allowedNot allowed Presentation for Ideas@Work - Tutorial from Fluxicon © 30 / 51
  31. 31. Step 7 - Construct New LogGoal: We want to see whether quality problem is in front line (FL) or back line (BL)Go back to Nitro and change ‘Agent Position’ field from ‘Other’ to ‘Activity’Press ‘Start conversion’ and ‘Export MXML file...’ Presentation for Ideas@Work - Tutorial from Fluxicon © 31 / 51
  32. 32. Step 7 - Construct New LogPresentation for Ideas@Work - Tutorial from Fluxicon © 32 / 51
  33. 33. Step 8 - Inspect New LogOpen new log in ProMSelect ‘Filter’ tab and see how activities are distinguished between BL and FLObservation: In ‘Start Events’ we can see that new cases are started in the back line (should not happen) Presentation for Ideas@Work - Tutorial from Fluxicon © 33 / 51
  34. 34. Step 8 - Inspect New LogPresentation for Ideas@Work - Tutorial from Fluxicon © 34 / 51
  35. 35. Step 9 - Drill DownSelect ‘Inbound Call-BL’ in ‘Start events’ filter to focus on cases that start with this activityGo to ‘Summary’ tab in log window and scroll to bottom to look at ‘Originators’Actionable result for question No. 2: Give targeted training: Agents can be asked to re-use existing service instances Presentation for Ideas@Work - Tutorial from Fluxicon © 35 / 51
  36. 36. Step 9 - Drill DownPresentation for Ideas@Work - Tutorial from Fluxicon © 36 / 51
  37. 37. Step 10 - Discover ProcessGo to ‘Filter’ tab in log window again, choose ‘Advanced’ filter tab • Select + add ‘Add Artificial Start Task Log Filter’ • Select + add ‘Add Artificial End Task Log Filter’Choose ‘Mining ➞ Filtered ExampleLog.mxml.gz (Advanced filter) ➞ Fuzzy miner’ from menuPress ‘start mining’ Presentation for Ideas@Work - Tutorial from Fluxicon © 37 / 51
  38. 38. Step 10 - Discover ProcessPresentation for Ideas@Work - Tutorial from Fluxicon © 38 / 51
  39. 39. Step 11 - Tune Level of DetailMove the slider in the ‘Node filter’ tab on the right (“significance cutoff”) up and downObserve how the process can be simplified and detailed dynamicallyPull the slider down to the bottomLast step: We will now visualize how individual cases flow through process Presentation for Ideas@Work - Tutorial from Fluxicon © 39 / 51
  40. 40. Step 11 - Tune Level of DetailPresentation for Ideas@Work - Tutorial from Fluxicon © 40 / 51
  41. 41. Step 12 - Animate ProcessGo to ‘Animation’ tab and pull ‘Lookahead’ slider to the far left ➞ Press ‘view animation’Press ▷ button to start animationObserve how one service instance after another moves through the processDrag needle to end of time line and observe how most used paths get thicker and thicker Presentation for Ideas@Work - Tutorial from Fluxicon © 41 / 51
  42. 42. Step 12 - Animate ProcessPresentation for Ideas@Work - Tutorial from Fluxicon © 42 / 51
  43. 43. That’s it!We learned how to discover a process model and found opportunities to improve service quality by targeted trainingClose the loop: Take action and verify results Presentation for Ideas@Work - Tutorial from Fluxicon © 43 / 51
  44. 44. Further StepsProcess Mining allows for much more: • Perform quantitative analysis • Explicitly check conformance of initial model • Perform social network analysis • ... We could also include additional data sources Presentation for Ideas@Work - Tutorial from Fluxicon © 44 / 51
  45. 45. Conformance Initial Model Start 67% of the cases “fit” InboundInbound Call Email Handle Handle Case Email Call Email Outbound Outbound End Presentation for Ideas@Work - Tutorial from Fluxicon © 45 / 51
  46. 46. Social Network AnalysisShows case transfers between agents Presentation for Ideas@Work - Tutorial from Fluxicon © 46 / 51
  47. 47. Take-away PointsReal processes are often more complex than you would expectThere is no one “right” modelYou can take multiple views on the same dataProcess mining is an explorative, interactive activity Presentation for Ideas@Work - Tutorial from Fluxicon © 47 / 51
  48. 48. My research PhD project for Ghent UniversityFaculty of Economics and Business Administration Presentation for Ideas@WorkDepartment of Management Information and Operations Management 30 August, 2011
  49. 49. My researchCSV EventData LogCSV EventData Log Event Log Presentation for Ideas@Work - Research of Jan Claes 49 / 51
  50. 50. Free data analysisYou are looking for an easy way to jump in?I am looking for some real case examples.Let’s work together!  Free process mining analysis  Minimal time investment Presentation for Ideas@Work - Research of Jan Claes 50 / 51
  51. 51. Contact information Jan Claes jan.claes@ugent.be http://processmining.ugent.be FEB08, Tweekerkenstraat 2 9000 Gent, BelgiumPresentation for Ideas@Work - Research of Jan Claes 51 / 51
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