We live in a world of processes, whether you find yourself following them on your daily basis or just under specific situations, what we can all agree on is that they can always be improved. The question resides on how and consequently, how much it is going to cost.
Traditionally, in order to know deeply the processes, a non- negligible amount of sessions with every agent involved were needed, that situation led to large projects, biased results and a lot of information filling papers and presentations. Additionally, this deep dive into the processes will only give you information about the status of the process, typically named, as-is, but who will define the to-be? And then, on what basis? As part of this exercise, solutions would have to be studied in order to find the appropriate justification. Every business question would need a specific analysis associated, tying even more resources before having certain assurance that they will work.
Throughout Artificial Intelligence, processes can be modelled – no matter the amount of data sources that they involve- , analyzed –inside out- and improved, taking less effort and time than it used to take. The good news about this is that no matter how techie you or your team are, emerging technologies have never been so accessible and user-friendly. Thus, this new scenario merges both worlds, sitting at the same table business and analytics teams where they all speak the same language and share the same concerns. This is not only our point of view, but also Gartner’s, as they stated at their 2020 Guide “Process mining helps enterprise architecture understand operations and performance in order to create operational resilience”.
Let me stop at this last idea and deep dive in the details. What we are saying is that regardless of how fragmented the information is into different systems managing the process, and even further, regardless of the existence of every piece of the puzzle; by applying Process Mining techniques you will be able to reconstruct the puzzle and analyze your process from an end-to-end point of view. Once the process is reconstructed in a data-driven manner, it can be zoomed in and out as far as the granularity of data allows us, finding hidden variants that would not have been discovered following the traditional way. With the right interpretation and by applying advanced analytics techniques, it can easily perform a root cause analysis that will show the guidelines to be followed (and sometimes, even implement them). Finally, it can be the foundations of more advanced solutions such as:
• Real-time monitoring assets to help achieve the target values of business KPI’s
• Alert systems than can anticipate issues;
• Next-best action engine that can recommend the agent the best course of action in a particular situation.
• And many more.
The benefits of Process Mining are countless and the main reason is because they are based on data, and as you know, if you let data speak, the organization gets aligned instantly. At this point is where the worlds converge, after the analytical eye has structured and analyzed data, it can be shown in an intuitive and interactive way to the main owners of the processes, and all together in a question-and-answer session might arrive to significant results.
We firmly believe that applying Process Mining techniques can save time, money and effort to any organization by making data-driven decisions. We would love to share with you our vision and the principal actors of the market.