Call Centre & Process Mining

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

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

2. What is Process Mining?

  • Process Mining is about;
    • the discovery, analysis and monitoring of business processes by extracting information from an organisationsevent logs
    • the reverse-engineering of processes
    • analysis of human workflows
    • conformance, performance analysis and
    • auditing capabilities

Business Process Mining 2009 3. Call Centre the as designed process Business Process Mining 2009 4. Event Log generated by the call centre processcaseor process instanceBusiness Process Mining 2009 Event log MxmlPromImport 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 Whatdoes a businessprocesslook like? Business Process Mining 2009 6. Process Discovery - control flow & decision points Business Process Mining 2009 7. Process Discovery key data

  • What the businessprocessesactually looks like!
    • possible bottlenecks
    • the throughput rate
    • the arrival rate
    • waiting times
    • decision points
  • Not on the original as designed workflow diagram
    • abandonment/balk behaviour ( black boxes ) from VRU only
    • abandonment after VRU (10%) including hang & phantoms

Business Process Mining 2009 8. Process Discovery actual process Business Process Mining 2009 9. Next step statistical analysis

  • Is the process in statistical control ?
  • Yes (excluding abandoned calls)

Business Process Mining 2009 10. Capability Analysis examine the distributionBusiness Process Mining 2009

  • Process is lognormal as expected
  • Ppk > 1 - Process is capable can be improved!

11. Business Process Mining 2009 Call Centre Process Discovery summary

  • event logs converted to process data
  • workflow designed compared to actual
  • decision points business rules quantified
  • performance data bottlenecks identified
  • process capability in control and capable
  • Next step is to examine the process in detail

12. Process Analysis only cases that completed successfullyBusiness 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 18. Business Process Mining 2009 Organisational knowledge used to aid analysis

  • Semantics of names and roles understood by organisation but not known by system
  • Different to discovered role hierarchy

19. Business Process Mining 2009 Organisational knowledge used to aid analysis 20. Business Process Mining 2009 Application knowledge used to aid analysis

  • Semantics of application understood by domain experts but not known by system

21. Business Process Mining 2009 Application knowledge used to aid analysis 22. Business Process Mining 2009 Using semantics to check conformance (1)

  • Show instances of Regular Service completed by members of Team 4

23. Business Process Mining 2009 Using semantics to check conformance (2)

  • 1 of 56 instances of Regular Service completed by members of Team 4 - (Morgan)

24. Business Process Mining 2009 Summary

  • Process Mining perspectives
    • Control flow
    • Performance
    • Organisational
    • Conformance
    • Case
  • Part of the Process Improvement toolkit