Introducing Process Mining concepts, advantages and a solution based on a case study with Priority ERP.

1. Discovering a Process Flow in Priority ERP
Service Calls Handling
Author: Dafna Levy

2. Service Calls “Hypothetical” Process Model

3. BPM Flow Chart for Service Calls in Priority
Statuses, paths and rules are defined for the process in Priority ERP.

4. The Process in Reality
 Can we visualize how our BPM flow chart is actually executed?
 Are there any bottlenecks in the process?
 Are there problematic paths taken between statuses?
 What about fulfilling SLA conditions?
 Which and how many employees have received business rules
notifications?
 Why are there performance differences among our branches?

5. Process Mining – Discovering the Real Process

6. Data Requirements for Process Mining
1 2 3
Attribute
Cases
Events
Process Instance or
1
Case identifier
Status or Activity
2
attribute (process step)
One timestamp for
3
status change, start or
completion of activity

7. Generating the Required Data in Priority
 Create a query in the To Do List History form, or
 Generate SQL query (with WINDBI or ODBC)
 Export the data and save as Excel sheet or in CSV file format.

8. Service Calls Log Data in Excel

9. Service Calls Process Discovery
with Disco

10. Import Configuration Screen in Disco
1
2
1. Mapping the log columns to Disco predefined columns
2. Starting to import the log.

11. Map View of the Discovered Process Flow
 Statuses & paths are displayed with their frequencies.
 Colors, paths’ thickness and numbers are used for indication.

12. Details of a Specific Status
 Checking SLA conformance
 We can filter the log to display only calls with the current status.

13. Process Animation
 Status changes are shown at their relative, actual speed.
 Process bottlenecks are immediately spotted.

14. Process Statistics
 Events represents the total number of status changes.
 Cases represents the total number of Service Calls documents.

15. Activity Statistics
 Viewing performance metrics of the statuses in the process.
 We can export the calculated table data as a CSV file for further
analysis.

16. Resource Statistics
 Viewing performance metrics of the employees in the process.
 We can export graphs as images for our reports.

17. Variants and Individual Cases
 Each variant represents a unique sequence of statuses.
 We can see that multiple service calls can follow a specific variant.

18. Performance Comparison of Employees
After configuring both Status and Assigned to columns as Activity in
the Import screen.

19. The Process Flow Among Employees
After swapping the Resource and the Activity columns in the Import screen.

20. Using Filters

21. Filter Settings Screen
Disco automatically recommends useful filters for our current log.

22. Performance Filter Optional Settings
After filtering by Case Duration, we realized that 4% of our cases
run longer than 10 days.

23. Performance Display – Mean Duration
Process bottlenecks and repetitions are quickly discovered.

24. Frequency Display – the Maximal Status Repetitions
Exceptional repetitions of statuses in the process are immediately
discovered.

25. Comparing Slow and Fast Processes
 Toggling easily between different logs.

26. Locating Problematic Paths with the Follower Filter
 A serial should be sent to the manufacturer’s lab only after
inspection.
 Locate Service calls which do not obey this instruction
 Optionally use the “4-eyes principle” definition.

27. Viewing the Service Calls with the Filtered Path
After locating such calls, we advise to add a business rule in order to
prevent the free path between the statuses Received and Manuf.
Lab.

28. Other Attribute Statistics
Viewing information about customers that returned a serial after
receiving it from the manufacturer’s lab.

29. Analyzing Business Rules defined in Priority
The rule: If the Service Call remains in the Technician status longer
than 12 hours, send an E-mail to the assigned technician.

30. 1st Step: Select the Relevant Status with the Attribute Filter

31. 2nd Step: Define the Condition with the Performance Filter
We already see that 30% of the cases remained in the Technician status
longer than 12 hours.

32. Analyzing the results
Locating the employees that were assigned the Technician status which
received E-mail notifications.

33. Exporting Filtered Logs from Disco
Using the Anonymize option for sensitive data.

34. Exporting Process Maps from Disco
Used in reports and presentations

35. Project Management View
 Maintaining multiple Data sets
 Documenting our work
 Exporting projects for backup.

36. Next Steps
 Learn more about Disco here:
http://fluxicon.com/disco/
 Install a demo and play with the Sandbox project
 Perform a pilot project with us!
Contact
Dafna Levy Email: dafnal@nool.co.il
Phone: +972 (0)54-6881739
Web: http://bpmintro.wordpress.com
Anne Rozinat Email: anne@fluxicon.com
Phone: +31(0)62-4364201
Web: http://fluxicon.com