An example of how process mining can help process discovery and analysis. If you have any questions please contact me gvarvaressos@ozemail.com.au

1. The Call Centre Process discovery, analysis & improvement through process mining George Varvaressos Business Process Mining © 2009

3. Call Centre – the ‘as designed’ process Business Process Mining © 2009

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. Process Discovery - control flow & performance What does a business process look like? Business Process Mining © 2009

6. Process Discovery - control flow & decision points Business Process Mining © 2009

8. Process Discovery – ‘actual’ process Business Process Mining © 2009

12. Process Analysis – only cases that completed successfully Business Process Mining © 2009

13. Basic Performance Analysis (global) Business Process Mining © 2009

14. Basic Performance Analysis (process 33128) Business Process Mining © 2009

15. Basic Performance Analysis (task/originator) Business Process Mining © 2009

16. Process Diagram Analysis – most common paths taken Business Process Mining © 2009

17. Process Analysis – who are working together? Business Process Mining © 2009

19. Business Process Mining © 2009 Organisational knowledge used to aid analysis

21. Business Process Mining © 2009 Application knowledge used to aid analysis