Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Ideas@Work Open House Seminar 2011

842 views

Published on

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

Published in: Business, Technology
  • ⇒ www.WritePaper.info ⇐ This service will write as best as they can. So you do not need to waste the time on rewritings.
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • ⇒ www.WritePaper.info ⇐ is a good website if you’re looking to get your essay written for you. You can also request things like research papers or dissertations. It’s really convenient and helpful.
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Great information about writing! If you ever need any help with proofreading, editing or research check out Writer’s Help. They are a great resource for personal, educational or business writing needs. The website is ⇒ www.HelpWriting.net ⇐
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Be the first to like this

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

×