Slide 1: Service Management with Process Mining
QPR ProcessAnalyzer Service Management with Process Mining Lassi Uusitalo Business Development Specialist at QPR Software, Lean Six Sigma Green Belt
Slide 2: Agenda
Agenda • Overview of the Process Mining methodology • Best practices & how to: • Discover your as-is processes • Identify the most important problems and compliance issues • Monitor & improve continuously through Dashboarding • Q&A Process Mining for Service Management
Slide 3: Process Mining?
Process Mining? Process Mining for Service Management
Slide 4: Organizations skip current 'as is' process analysis (quote)
“Organizations are primarily interested in an improved 'to be' process, so often they have little interest in exploring 'as is', or how the process is currently performed. But understanding the current process is critical to knowing whether it is worth investing in improvements, where performance pr
Slide 5: 1. Discover your as-is processes
1. Discover your as-is processes • Improving the to-be process requires understanding the as-is situation • Discovering your Service Management process can be done in a variety of ways: • Duration, case profiling, process flowchart… Process Mining for Service Management
Slide 6: 1. Discover - Demo
1. Discover Demo How to discover and drill down on: • Your organization’s true process flows • Process bottlenecks • Rework • Durations Process Mining for Service Management
Slide 7: 2. Identify issues: where, when and why
2. Identify issues where, when and why • Root cause analysis provides a powerful tool for identifying relationships between (unwanted) process steps and individual cases Process Mining for Service Management
Slide 8: 2. Identify issues - Demo
2. Identify issues Demo How to identify: • Root causes for problems discovered • Which previous events lead to problems • Conformance analysis Process Mining for Service Management
Slide 9: 3. Monitor & improve continuously
3. Monitor & improve continuously • Use data directly from your data systems to visualize the trends in your daily operations • QPR Service Management Application includes a range of pre-made click-and-play dashboards • Dashboards provide a high-level view on process KPIs • Fully customizable accord
Slide 10: 3. Monitor - Demo
3. Monitor Demo How to monitor and improve: • Conformance issues with root causes • SLA breaches • Extensive end-to-end leadtimes Process Mining for Service Management
Slide 11: Thank you!
Thank you! QPR ProcessAnalyzer for Service Management Discover. Optimize. Automate. • Upcoming webinars • Tue, 3 November: Process Mining for Process Improvement • Tue, 17 November: QPR ProcessAnalyzer 2020.8 New Feature Highlights • Questions? • lassi.uusitalo@qpr.com • marketing@qpr.com Dare to im