Process Mining - Chapter 11 - Analyzing Lasagna Processes

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Slides supporting the book "Process Mining: Discovery, Conformance, and Enhancement of Business Processes" by Wil van der Aalst. See also http://springer.com/978-3-642-19344-6 (ISBN 978-3-642-19344-6) and the website http://www.processmining.org/book/start providing sample logs.

Text of Process Mining - Chapter 11 - Analyzing Lasagna Processes

  • 1. Chapter 11Analyzing Lasagna Processes prof.dr.ir. Wil van der Aalst www.processmining.org
  • 2. OverviewChapter 1IntroductionPart I: PreliminariesChapter 2 Chapter 3Process Modeling and Data MiningAnalysisPart II: From Event Logs to Process ModelsChapter 4 Chapter 5 Chapter 6Getting the Data Process Discovery: An Advanced Process Introduction Discovery TechniquesPart III: Beyond Process DiscoveryChapter 7 Chapter 8 Chapter 9Conformance Mining Additional Operational SupportChecking PerspectivesPart IV: Putting Process Mining to WorkChapter 10 Chapter 11 Chapter 12Tool Support Analyzing Lasagna Analyzing Spaghetti Processes ProcessesPart V: ReflectionChapter 13 Chapter 14Cartography and EpilogueNavigation PAGE 1
  • 3. How can process mining help? Detect bottlenecks Provide mirror Detect deviations Highlight important Performance problems measurement Avoid ICT failures Suggest improvements Avoid management by Decision support (e.g., PowerPoint recommendation and From politics to prediction) analytics PAGE 2
  • 4. Example of a Lasagna process: WMO process of a Dutch municipalityEach line corresponds to one of the 528 requests that werehandled in the period from 4-1-2009 until 28-2-2010. In totalthere are 5498 events represented as dots. The mean timeneeded to handled a case is approximately 25 days. PAGE 3
  • 5. WMO process (Wet Maatschappelijke Ondersteuning) WMO refers to the social support act that came into force in The Netherlands on January 1st, 2007. The aim of this act is to assist people with disabilities and impairments. Under the act, local authorities are required to give support to those who need it, e.g., household help, providing wheelchairs and scootmobiles, and adaptations to homes. There are different processes for the different kinds of help. We focus on the process for handling requests for household help. In a period of about one year, 528 requests for household WMO support were received. These 528 requests generated 5498 events. PAGE 4
  • 6. C-net discovered usingheuristic miner (1/3) PAGE 5
  • 7. C-net discovered usingheuristic miner (2/3) PAGE 6
  • 8. C-net discovered usingheuristic miner (3/3) PAGE 7
  • 9. Conformance check WMO process (1/3) PAGE 8
  • 10. Conformance check WMO process (2/3) PAGE 9
  • 11. Conformance check WMO process (3/3) The fitness of the discovered process is 0.99521667. Of the 528 cases, 496 cases fit perfectly whereas for 32 cases there are missing or remaining tokens. PAGE 10
  • 12. Bottleneck analysis WMO process (1/3) PAGE 11
  • 13. Bottleneck analysis WMO process (2/3) PAGE 12
  • 14. Bottleneck analysis WMO process (3/3)flow time ofapprox. 25 dayswith a standarddeviation ofapprox. 28 PAGE 13
  • 15. Use cases for process mining improve KPIs related to time goal action redesign (improve process) adjust (improve control) improve KPIs related to costs use case intervene (handle problem in ad-hoc manner)improve KPIs related to quality support (detect, predict, recommend) PAGE 14
  • 16. L* life-cycle model Stage 0: plan and justify data understanding business understanding For a Lasagna process all Stage 1: extract stages are applicable (in principle). historic handmade objectives questions data models (KPIs) explore discover check compare Stage 2: create control-flow model promote and connect event log diagnose event log control-flow model redesign interpret enhance Stage 3: create integrated process model adjust current data event log process model intervene detect Stage 4: operational support support predictrecommend PAGE 15
  • 17. Functional areas service procurement product development sales/CRM customers suppliers finance/accounting resource management production logisticsLasagna processes are typically encountered in production,finance/accounting, procurement, logistics, resource management, andsales/CRM. Spaghetti processes are typically encountered in productdevelopment, service, resource management, and sales/CRM. PAGE 16
  • 18. We applied ProM in >100 organizations Municipalities (e.g., Alkmaar, Heusden, Harderwijk, etc.) Government agencies (e.g., Rijkswaterstaat, Centraal Justitieel Incasso Bureau, Justice department) Insurance related agencies (e.g., UWV) Banks (e.g., ING Bank) Hospitals (e.g., AMC hospital, Catharina hospital) Multinationals (e.g., DSM, Deloitte) High-tech system manufacturers and their customers (e.g., Philips Healthcare, ASML, Ricoh, Thales) Media companies (e.g. Winkwaves) ... PAGE 17
  • 19. Two Lasagna processes RWS (Rijkswaterstaat) process WOZ (Waardering Onroerende Zaken) process PAGE 18
  • 20. RWS Process The Dutch national public works department, called Rijkswaterstaat (RWS), has twelve provincial offices. We analyzed the handling of invoices in one of these offices. The office employs about 1,000 civil servants and is primarily responsible for the construction and maintenance of the road and water infrastructure in its province. To perform its functions, the RWS office subcontracts various parties such as road construction companies, cleaning companies, and environmental bureaus. Also, it purchases services and products to support its construction, maintenance, and administrative activities. PAGE 19
  • 21. C-net discovered using heuristic miner PAGE 20