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

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Call Centre & Process Mining

  1. 1. The Call Centre Process discovery, analysis & improvement through process mining George Varvaressos Business Process Mining © 2009
  2. 2. What is Process Mining? <ul><li>Process Mining is about; </li></ul><ul><ul><li>the discovery, analysis and monitoring of business processes by extracting information from an organisation’s event logs </li></ul></ul><ul><ul><li>the reverse-engineering of processes </li></ul></ul><ul><ul><li>analysis of human workflows </li></ul></ul><ul><ul><li>conformance, performance analysis and </li></ul></ul><ul><ul><li>auditing capabilities </li></ul></ul>Business Process Mining © 2009
  3. 3. Call Centre – the ‘as designed’ process Business Process Mining © 2009
  4. 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. 5. Process Discovery - control flow & performance What does a business process look like? Business Process Mining © 2009
  6. 6. Process Discovery - control flow & decision points Business Process Mining © 2009
  7. 7. Process Discovery – key data <ul><li>What the business processes actually looks like! </li></ul><ul><ul><li>possible bottlenecks </li></ul></ul><ul><ul><li>the throughput rate </li></ul></ul><ul><ul><li>the arrival rate </li></ul></ul><ul><ul><li>waiting times </li></ul></ul><ul><ul><li>decision points </li></ul></ul><ul><li>Not on the original ‘as designed’ workflow diagram </li></ul><ul><ul><li>abandonment/balk behaviour ( black boxes ) from VRU only </li></ul></ul><ul><ul><li>abandonment after VRU (10%) including hang & phantoms </li></ul></ul>Business Process Mining © 2009
  8. 8. Process Discovery – ‘actual’ process Business Process Mining © 2009
  9. 9. Next step – statistical analysis <ul><li>Is the process in statistical control ? </li></ul><ul><li>Yes (excluding abandoned calls) </li></ul>Business Process Mining © 2009
  10. 10. Capability Analysis – examine the distribution Business Process Mining © 2009 <ul><li>Process is lognormal – as expected </li></ul><ul><li>Ppk > 1 - Process is capable – can be improved! </li></ul>
  11. 11. Business Process Mining © 2009 Call Centre Process Discovery – summary <ul><li>event logs – converted to process data </li></ul><ul><li>workflow – designed compared to actual </li></ul><ul><li>decision points – business rules quantified </li></ul><ul><li>performance data – bottlenecks identified </li></ul><ul><li>process capability – in control and capable </li></ul><ul><li>Next step is to examine the process in detail </li></ul>
  12. 12. Process Analysis – only cases that completed successfully Business Process Mining © 2009
  13. 13. Basic Performance Analysis (global) Business Process Mining © 2009
  14. 14. Basic Performance Analysis (process 33128) Business Process Mining © 2009
  15. 15. Basic Performance Analysis (task/originator) Business Process Mining © 2009
  16. 16. Process Diagram Analysis – most common paths taken Business Process Mining © 2009
  17. 17. Process Analysis – who are working together? Business Process Mining © 2009
  18. 18. Business Process Mining © 2009 Organisational knowledge used to aid analysis <ul><li>Semantics of names and roles understood by organisation but not known by system </li></ul><ul><li>Different to discovered role hierarchy </li></ul>
  19. 19. Business Process Mining © 2009 Organisational knowledge used to aid analysis
  20. 20. Business Process Mining © 2009 Application knowledge used to aid analysis <ul><li>Semantics of application understood by domain experts but not known by system </li></ul><ul><li> </li></ul>
  21. 21. Business Process Mining © 2009 Application knowledge used to aid analysis
  22. 22. Business Process Mining © 2009 Using semantics to check conformance (1) <ul><li>Show instances of Regular Service completed by members of Team 4 </li></ul>
  23. 23. Business Process Mining © 2009 Using semantics to check conformance (2) <ul><li>1 of 56 instances of Regular Service completed by members of Team 4 - (Morgan) </li></ul>
  24. 24. Business Process Mining © 2009 Summary <ul><li>Process Mining perspectives </li></ul><ul><ul><li>Control flow </li></ul></ul><ul><ul><li>Performance </li></ul></ul><ul><ul><li>Organisational </li></ul></ul><ul><ul><li>Conformance </li></ul></ul><ul><ul><li>Case </li></ul></ul><ul><li>Part of the Process Improvement toolkit </li></ul><ul><ul><li> </li></ul></ul>

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