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Contributed on April 5, 2022

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Process Mining For Process Owners

This article is part of a collection of process mining examples organized by use case. You can find the full overview here.

Process owners are individuals or process teams who analyze their own processes. Their advantage is that they have intimate domain knowledge and know the processes very well. Process owners who become independent from IT and internal consulting groups by getting access to a data export of their own process data can benefit enormously from process mining, because they can act much faster and don’t need to know all of their questions in advance.

• Fran Batchelor from UW Health explains how surgical services can be analyzed with process mining. She also shared how she had to unfold data for one of her analyses to get a detailed enough view and joined our process mining café about healthcare.

• Johan Lammers from Statistics Netherlands (CBS) produces statistics about processes and processes are needed to produce statistics. As a government-funded office, the efficiency and the effectiveness of their processes is important to spend that public money well.

• Lucy Brand-Wesselink from Alfam, an ABN AMRO subsidiary, expected a straight-through process. However, she found a lot of variation and only 45% of the cases were processed completely automatically. Using process mining, she found where the rework in the process was.

• Wim Kouwenhoven from the City of Amsterdam is responsible for improving and controlling the financial function at the City of Amsterdam. He shares the five-step approach that they used for introducing process mining.

• Freerk Jilderda from ASML increased the system availability by analyzing and improving lithography system start and calibration sequences. See also this earlier case study of analyzing failure recoveries in ASML’s testing process.

• Olga Gazina and Daniel Cathala from Euroclear applied process mining to the release process at the Component and Data Management IT division. What made the analysis particularly complex were the configurations and versions that are developed, tested and released in parallel.

• The Social Insurance Bank of Curaçao (SVB) reimburses healthcare providers for delivering obstetrical care (childbirth). In this study, they investigate the claim that there is undue retention amongst gynecologists for clients that initially started their process at the midwife clinic.

• Philipp Horn analyzed the world’s largest purchasing process at Volkswagen with Process Mining. He emphasizes the responsibility of the analyst to take all the context information into account.

• The Suncorp commercial insurance branch reduced claims processing times by distinguishing simple and complex claims. Donna Stewart talks about the project in this interview.

• Giancarlo Lepore from Zimmer Biomet analyzed the material flow in their production process. He compares process mining to the traditional process analysis methods and shows how they were able to resolve data quality problems in their master data management in the ERP system.

• Harm Hoebergen and Redmar Draaisma from Freo showed how their operational management approach incorporates process mining to maintain and improve performance of the loan and credit processes.

• Abs Amiri from SPARQ Solutions applied process mining to a dispatching process. He identified the factors that were causing bottlenecks and was able to create significant benefits for the call dispatching processes.

• Remco Bunder and Jacco Vogelsang from the Dutch Railway applied process mining on every dataset they could put their hands on. They analyzed the bike rental service, how the lockers at the stations were used, and the resolution of broken windows, escalators, and elevators.

• Jan Vermeulen from Dimension Data showed several applications of process mining for the IT outsourcing services that they provide for multinationals. In one of the use cases, Dimension Data was able to compete in a RfP process for a new customer by providing a customized offer after analyzing the customer’s data with process mining.

• This HR process case study analyzed how a bank reacts to requests and questions from employees. They discovered that there were significant delays if a case had to be sent to external specialists.

• Tijn van der Heijden developed a framework for conducting process mining projects and worked with the finance department of the Rabobank to improve their invoicing process analysis.

• Vincent Veraart, Lewis Ho, and Richard Verheijen from UWV, the Dutch employee insurance agency, shared how they used process mining during the introduction of the temporary (Corona) emergency bridging measure NOW in our process mining café about public administration.

• Gary Bonneau from Cox Communications uses process mining to visualize his own fulfillment processes. The business life cycles are very complex and multiple data sources need to be connected to get the full picture (video coming soon).

• Arturo Martínez Escobar analyzed the complaints process at the Granada city council. The results of this project changed the point of view of the managers in the department, who initially thought that the negligence of employees was the main cause of the delay.

• Bram Vanschoenwinkel from AE worked with a package delivery company in Belgium, which processes around 300,000 packages on a daily basis. See also their case study here.

• Walter Vanherle analyzed the operational process at a security services company. Service delivery is managed via contractual obligations based on target performance. One of the challenges was that the data came from multiple devices with different clocks (PDF version).

• Ana Aeroportos is responsible for managing the entire airport infrastructure in Portugal. They analyzed their ITIL “Change Order” process with process mining.

• Zbigniew Paszkiewicz applied process mining to the Inventory Processes Dendro, a mattress production company in Poland. The mining was performed on data coming from the WMS as it is, without any modifications of the system or special preparations.

• See also this production process analysis and our process mining café about manufacturing here.