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120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Dit is een titelpagina. Een andere pagina invoegen: klik op het pijltje bij Nieuwe dia om alle lay-outs te zien.
Building bridges between data and business value with process mining
By Gijs Jansen
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
E2E process chain
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
E2E process chain
E2E Lead E2E Lead
Proces Owners
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 –
130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 –
45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-
kleuren vind
je onder
Aangepaste
kleuren in je
kleurenpalet
.
Calibri 26 Calibri 16
E2E process chain
E2E Lead E2E Lead
Proces Owners
11
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 –
130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 –
45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-
kleuren vind
je onder
Aangepaste
kleuren in je
kleurenpalet
.
Calibri 26 Calibri 16
E2E process chain
E2E Lead E2E Lead
Proces Owners
Our job is to create value for our key stakeholders
By doing so we indirectly create value for our customers
13
What is a Key Performance Indicator?
‘What gets measured, gets attention, and gets done’
Tom Peters
A Key Performance Indicator (KPI) is a measure to determine
the performance of a critical activity or process
A KPI:
Will be measured timely and accurate
Will be measured according to plan (expected result) and a
target (long term)
Can (must) be influenced by the person or team who will
follow-up on the KPI
14
Key Performance Indicators (KPI) act like a dashboard of a car
If you can’t measure it, you can’t control it
If you can’t control it, you can’t improve it
They provide the essential information
required to control the vehicle safely
and efficiently
They do not provide information on all
of the aspects of the vehicle which
could be measured but only within
your circle of influence:
SOURCE: House in Order
15
Key Performance Indicators (KPI) act like a dashboard of a car
If you can’t measure it, you can’t control it
If you can’t control it, you can’t improve it
Speed and safety (Airbags, lights, etc.)
are important for the driver
Details of motor management system to
collect right information in order to do
maintenance is very important for a
mechanic
SOURCE: House in Order
16
At the center of KPI philosophy is the relationship between leading and
lagging Indicators…
refers to past developments and
effects/results
Answers the question: “How do you
know your process is effective?”
Mainly expressed in Euro’s
refers to future developments and
drivers/causes
Are task specific
Indicate progress towards long term
objectives
Units: hours, liter, # , %, etc
Leading KPI
(forward looking)
Lagging KPI
(backward looking)
Leading indicators measure activities (input)
Lagging indicators measure results (output)
When losing weight, it
is far more effective to
count calories than to
just focus on weight
(kilograms)!
17
P&L
Monthly department dashboards
Weekly department dashboards
Monthly LT dashboard
Daily OpEx dashboard
Payment &
Service Support Specials
Commercial
Complaints
SME
Payment &
Service Support Specials
Commercial
Complaints
Payment
Team 1
Payment
Team 2
Specials
Team 1
Specials
Team 1
Service
Team 1
Service
Team 2
Specials
Team 1
Commercial
Team 1
EXAMPLE
Revenues / costs / number of
affiliations
Revenues / Commercial costs /
customer satisfaction
Revenues / SME costs / Cost-2-
serve SME / Customer satisfaction
SME
Lead time / Customer satisfaction /
FTE process
Number of calls/hour, Quality calls,
Customer time
…and cascading the (top) strategy to the process and team levels
18
Root cause problem solving
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Challenges for BI & Analytics
• We do not know in advance what we will find so what is the business value of our initiatives?
• How do we make sure our solutions are adopted so value is actually created?
• New insights / understandings causing shifts in requirements
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Solution: Agile way of working
• Focus on customer (or key stakeholders)
• Focus on adding value and solution of problems
• Incremental development (SCRUM)
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Problems at our BU • Insight in operations workflow is poor
• Many requests are launched at us to provide insight
• Process mining could be the answer, but…
• Replace with cliff image
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Building my first bridge
• Start small
• Fail hard, fail fast (First Attempt In Learning)
• Who will benefit from this?
• Join forces and start influencing the decision makers together
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Dit is een titelpagina. Een andere pagina invoegen: klik op het pijltje bij Nieuwe dia om alle lay-outs te zien.
Case: Credit Management Essent Zakelijk
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Why I chose this project
• Problem was high impact
• Scope was small
• Data was readily available and I knew it very well
• Data was already in process mining format
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Plan of action
• Data preparation: The application Credit Manager has a logbook which contains every action on all debtors and has all required data for process mining
• Method: Comparing results of cases that are on time versus cases that are not on time
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
What I found (all cases)
• Automated process with manual interventions and repetition of steps
• Manual Intervention
• Payment
• Invoice Registration
• End of Supply Process steps
• Collections Process steps
• All cases
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
What I found (xx+ days cases)
• Automated process with many manual interventions and repetition of steps
• All deviations from the process are caused by human intervention
• Manual Intervention
• Payment
• Invoice Registration
• End of Supply Process steps
• Collections Process steps
• Cases running xx+ days
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
So we found the cause of our problem..
Our employees are not working according to the defined process!
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
So we found the cause of our problem..
Our employees are not working according to the defined process!
Wrong!
Remember, we need to ask ourselves why things happen to find the root cause of the problem!
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
So we found the cause of our problem..
Our employees are not working according to the defined process!
Wrong!
Remember, we need to ask ourselves why things happen to find the root cause of the problem!
So WHY are employees doing all these interventions?
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
So we found the cause of our problem..
Our employees are not working according to the defined process!
Wrong!
Remember, we need to ask ourselves why things happen to find the root cause of the problem!
So WHY are employees doing all these interventions?
We cannot find the answer in our data because the answer is in the minds of our employees
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
E2E process chain
E2E Lead E2E Lead
Proces Owners
Remember the key stakeholders? We need to bring them together to drive improvement
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
E2E Lead
Proces Owner Collections
Business Intelligence
Continuous
Improvement
Weekly
Performance Dialogue
Employees Collections
• Insights
• KPI’s
• Challenger
• Change driver
• Lean expert
• Accountable
• influencer
• E2E improvement leader
• Voice of the customer
• Domain experts
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Weekly
Performance Dialogue
• What is your actual?
• What is your target?
• What is your gap to target?
• What are the root causes of this underperformance?
• What actions are already taken?
• When will you be on target again?
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Weekly
Performance Dialogue
• Why did you decide to postpone this case?
• “Because I did not want to end delivery to this customer”
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Weekly
Performance Dialogue
• Why did you decide to postpone this case?
• “Because I did not want to end delivery to this customer”
• Why didn’t you want to end delivery?
• “Because this customer was upset and I wanted to make an exception.”
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Weekly
Performance Dialogue
• Why did you decide to postpone this case?
• “Because I did not want to end delivery to this customer”
• Why didn’t you want to end delivery?
• “Because this customer was upset and I wanted to make an exception.”
• Why was this customer upset?
• “Because he was not billed the agreed prices.”
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Weekly
Performance Dialogue
• Why did you decide to postpone this case?
• “Because I did not want to end delivery to this customer”
• Why didn’t you want to end delivery?
• “Because this customer was upset and I wanted to make an exception.”
• Why was this customer upset?
• “Because he was not billed the agreed prices.”
• Why was this customer billed the wrong prices?
• “Because someone at contracting made a mistake while creating the contract in the system”
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Weekly
Performance Dialogue
• Why did you decide to postpone this case?
• “Because I did not want to end delivery to this customer”
• Why didn’t you want to end delivery?
• “Because this customer was upset and I wanted to make an exception.”
• Why was this customer upset?
• “Because he was not billed the agreed prices.”
• Why was this customer billed the wrong prices?
• “Because someone at contracting made a mistake while creating the contract in the system”
• Why did he make the mistake?
• “Because he was a new employee and his instructions were misunderstood”
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
E2E process chain
E2E Lead E2E Lead
Proces Owners
Now we can start to involve other process owners And drive E2E improvement from the back to the front
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
0
200
400
600
800
1000
12002
-me
i
9-m
ei
16
-mei
23
-mei
30
-mei
6-j
un
13
-ju
n
20
-ju
n
27
-ju
n
4-j
ul
11
-ju
l
18
-ju
l
25
-ju
l
1-a
ug
8-a
ug
15
-au
g
22
-au
g
29
-au
g
5-s
ep
12
-sep
19
-sep
26
-sep
3-o
kt
10
-okt
17
-okt
24
-okt
31
-okt
7-n
ov
14
-no
v
21
-no
v
28
-no
v
5-d
ec
12
-dec
19
-dec
26
-dec
2-j
an
9-j
an
16
-jan
23
-jan
30
-jan
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Learnings
• Sell the solution not the tool or technology!
• Show results. Visual process mining results are very powerful!
• Make sure to know what problems the business is facing
• Get involved in the actual conversations
• Be patient and focus on increasing value every increment
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Dit is een titelpagina. Een andere pagina invoegen: klik op het pijltje bij Nieuwe dia om alle lay-outs te zien.
Case: Customer case ownership Essent Zakelijk
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Goals
• Minimize transfers / touchpoints in general
• From employee to employee
• From workflow to workflow
• From department to department
• Minimize waiting time and leadtime
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Data Preparation • Row based analysis by self-joining a partitioned by caseID dataset with rowlag
• Finding rows where:
• Change of department occurs
• Change of employee occurs
• Change of workflow occurs
• Time between logs > 1 minute
• Substitute values to have the correct entities show up in our maps.
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Resulting Query (SQL)
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16 55 Vertrouwelijk
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
E2E process chain
E2E Lead E2E Lead
Proces Owners
Customer Journey
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Monthly update of the process maps and the KPI’s
57 Vertrouwelijk
Process Periode (01-01 tm 31-01)
# cases # variants # workgroups included in the case
Median lead time Average lead time Average touchpoints in a case
Percentage cases with more than 2 touchpoints
Maximum lead time between two workgroups
Betalen 3215 87 16 31,3 uur 49,1 uur 1,69 14,99% 4,8 dag (2x)
Factuur 887 122 21 8,8 min 25 uur 1,90 18,04% 4,6 dag (2x)
Klant 3209 204 26 22,1 uur 3,1 dag 2,70 40,32% 6,8 dag (1x)
Overeenkomst 939 194 28 18 uur 61,3 uur 2,42 36,74% 3,4 dag (2x)
Process Periode (01-12 tm 31-12)
# cases # variants # workgroups included in the case
Median lead time Average lead time Average touchpoints in a case
Percentage cases with more than 2 touchpoints
Maximum lead time between two workgroups
Betalen 3.748 98 16 30,9 uur 3,1 dag 1,72 17,00% 7,1 dag (1x)
Factuur 865 110 22 6.5 min 31 uur 1,79 17,34% 10,5 dag (2x)
Klant 4.064 257 24 14,8 uur 46,6 uur 3,19 55,83% 8,9 dag (1x)
Overeenkomst 1.413 243 24 9,1 uur 63,2 uur 2,31 29,58% 12,2 dag (3x)
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
E2E process chain
E2E Lead E2E Lead
Proces Owners
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
Daily updated operational reports
59 Vertrouwelijk
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
120 – 10 – 95
165 – 0 – 50
185 – 40 – 10
210 – 115 – 0
0 – 135 – 90
0 – 95 – 105
20 – 60 – 140
200 – 30 – 130
230 – 0 – 85
235 – 75 – 10
245 – 155 – 0
100 – 180 – 45
0 – 155 – 165
0 – 170 – 225
Muted Bright
Innogy kleurenpalet
Alle Innogy-kleuren vind
je onder Aangepaste kleuren in je
kleurenpalet.
Calibri 26 Calibri 16
