The Era of Evidence-Based Business Process Management LEAD the Way Trends in Business Process Management Marlon Dumas University of Tartu, Estonia In collaboration with Wil van der Aalst, Marcello La Rosa and Fabrizio Maggi Charleston, SC, USA 5-6 March 2014
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The Era of Evidence-Based Business Process Management by Marlon Dumas
In collaboration with Wil van der Aalst, Marcello La Rosa and Fabrizio Maggi
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LEAD the Way
The Era of Evidence-Based Business Process Management
LEAD the Way
Trends in Business Process Management
Marlon Dumas University of Tartu, Estonia In collaboration with Wil van der Aalst, Marcello La Rosa and Fabrizio Maggi
Charleston, SC, USA
5-6 March 2014
Are you watching yourself?
And your business processes?
3 months later
1. Any process is better than no process
2. A good process is better than a bad process
3. Even a good process can be improved
4. Any good process eventually becomes a bad process
– …unless continuously cared for
Michael Hammer
Back to basics…
Business Process
Intelligence
BAM Process Analytics
Reports & Dashboards
Process Mining
Business Process Intelligence (BPI)
Process
Frequency
of Order
Processing
Process Cycle
Time
of Order
Processing
Process Cycle Time
of Order Processing
split up to different
Plants
ARIS (Software AG)
Process Analytics: Dashboards
10
Star t
Register order
Prepareshipment
Ship goods
(Re)send bill
Rece ive paymentContact
customer
Archive order
End
Performance dashboards
Process model
Organization model
Social network
Event log
Slide by Ana Karla Alves de Medeiros
Disco, ProM, QPR, Celonis,
Aris PPM, Perceptive Reflect
Process Mining
11
Enter Loan Application
Retrieve Applicant
Data
Compute Installments
Approve Simple
Application
Approve Complex
Application
Notify Rejection
Notify Eligibility
CID Task Time Stamp …
13219 Enter Loan Application 2007-11-09 T 11:20:10 -
13219 Retrieve Applicant Data 2007-11-09 T 11:22:15 -
13220 Enter Loan Application 2007-11-09 T 11:22:40 -
13219 Compute Installments 2007-11-09 T 11:22:45 -
13219 Notify Eligibility 2007-11-09 T 11:23:00 -
13219 Approve Simple Application 2007-11-09 T 11:24:30 -
13220 Compute Installements 2007-11-09 T 11:24:35 -
… … … …
Automated Process Discovery
Understand your processes as they are
• Not as you imagine them
Back your hypotheses with evidence
• Not only with intuitions and beliefs
Quantify the impact of redesign options
• Before and after
Process Mining: Value Proposition
Insurance
–Suncorp Australia
Health
–AMC Hospital, The Netherlands
–São Sebastião Hospital, Portugal
–Chania Hospital, Greece
–EHR Workflow Inc., USA
Transport
–ANA Airports, Portugal
Electronics
–Phillips, The Netherlands
Government, banking, construction … You next?
Process Mining: Where is it used?
Exploratory method
–Discover models
–Visualize performance over models
–Discover and compare variants
Question-driven method
– Identify a problem in a process
–Decompose into questions
–Measure and analyze questions
How to?
1. Plan & Frame the Problem
2. Collect the Data
3. Analyze: Look for Patterns
4. Interpret & Create Insights
Create Business Impact
Wil van der Aalst. “Process Mining”. Springer, 2012.
The L* Method
1. Plan and Frame Problem
Frame the problem, e.g. as a top-level question or phenomenon
–How and why does customer experience with our order-to-cash