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

Process mining with Disco (Eng)

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

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Page 1: Process mining with Disco (Eng)

Discovering a Process Flow in Priority ERP

Service Calls Handling

Author: Dafna Levy

Page 2: Process mining with Disco (Eng)

Service Calls “Hypothetical” Process Model

Page 3: Process mining with Disco (Eng)

BPM Flow Chart for Service Calls in Priority

Statuses, paths and rules are defined for the process in Priority ERP.

Page 4: Process mining with Disco (Eng)

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?

Page 5: Process mining with Disco (Eng)

Process Mining – Discovering the Real Process

Page 6: Process mining with Disco (Eng)

Data Requirements for Process Mining

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Process Instance or Case identifier

Status or Activity attribute (process step)

One timestamp for status change, start or completion of activity

Cases

Events

Attribute

Page 7: Process mining with Disco (Eng)

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.

Page 8: Process mining with Disco (Eng)

Service Calls Log Data in Excel

Page 9: Process mining with Disco (Eng)

Service Calls Process Discovery with Disco

Page 10: Process mining with Disco (Eng)

Import Configuration Screen in Disco

1. Mapping the log columns to Disco predefined columns2. Starting to import the log.

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Page 11: Process mining with Disco (Eng)

Map View of the Discovered Process Flow

Statuses & paths are displayed with their frequencies. Colors, paths’ thickness and numbers are used for indication.

Page 12: Process mining with Disco (Eng)

Details of a Specific Status

Checking SLA conformance We can filter the log to display only calls with the current status.

Page 13: Process mining with Disco (Eng)

Process Animation

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

Page 14: Process mining with Disco (Eng)

Process Statistics

Events represents the total number of status changes. Cases represents the total number of Service Calls documents.

Page 15: Process mining with Disco (Eng)

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.

Page 16: Process mining with Disco (Eng)

Resource Statistics

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

Page 17: Process mining with Disco (Eng)

Variants and Individual Cases

Each variant represents a unique sequence of statuses. We can see that multiple service calls can follow a specific variant.

Page 18: Process mining with Disco (Eng)

Performance Comparison of Employees

After configuring both Status and Assigned to columns as Activity in the Import screen.

Page 19: Process mining with Disco (Eng)

The Process Flow Among Employees

After swapping the Resource and the Activity columns in the Import screen.

Page 20: Process mining with Disco (Eng)

Using Filters

Page 21: Process mining with Disco (Eng)

Filter Settings Screen

Disco automatically recommends useful filters for our current log.

Page 22: Process mining with Disco (Eng)

Performance Filter Optional Settings

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

Page 23: Process mining with Disco (Eng)

Performance Display – Mean Duration

Process bottlenecks and repetitions are quickly discovered.

Page 24: Process mining with Disco (Eng)

Frequency Display – the Maximal Status Repetitions

Exceptional repetitions of statuses in the process are immediately discovered.

Page 25: Process mining with Disco (Eng)

Comparing Slow and Fast Processes

Toggling easily between different logs.

Page 26: Process mining with Disco (Eng)

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.

Page 27: Process mining with Disco (Eng)

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.

Page 28: Process mining with Disco (Eng)

Other Attribute Statistics

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

Page 29: Process mining with Disco (Eng)

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.

Page 30: Process mining with Disco (Eng)

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

Page 31: Process mining with Disco (Eng)

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.

Page 32: Process mining with Disco (Eng)

Analyzing the results

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

Page 33: Process mining with Disco (Eng)

Exporting Filtered Logs from Disco

Using the Anonymize option for sensitive data.

Page 34: Process mining with Disco (Eng)

Exporting Process Maps from Disco

Used in reports and presentations

Page 35: Process mining with Disco (Eng)

Project Management View

Maintaining multiple Data sets Documenting our work Exporting projects for backup.

Page 36: Process mining with Disco (Eng)

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

Anne Rozinat Email: [email protected]: +31(0)62-4364201Web: http://fluxicon.com

Dafna Levy Email: [email protected]: +972 (0)54-6881739Web: http://bpmintro.wordpress.com