ELIMINATE THE GUESSING GAME By Marty Pavlik
How can process mining benefit your organization?
igital transformation is impossible unless you understand your business processes. Poorly designed or outdated business processes cost organizations money — in lost customers, missed opportunities and wasted time — daily. Historically, it’s been practically impossible to learn precisely how a business process is performing. It has been a matter of educated guesswork — a reading of the digital tea leaves to gather insights to act on. As the pace of work increases and customer expectations rise, that’s no longer good enough. Over the past decade, a category of process automation tools has emerged that can provide real-time data and insights into how automated processes are performing. It’s called process mining. Process mining allows companies to use their data to identify flaws and
bottlenecks in their business processes and fix or remove them. What’s the Basic Problem? Understanding Old Workflows Is Difficult (at Least) Many processes were designed over a decade ago. They are built on legacy products (sometimes homegrown) and are breaking under the strain of customer experience expectations. Modernization is needed, but understanding old workflows is hindered by: Lack of documentation and/or the staff who developed them There’s limited (at best) visibility into how items flow This means companies are flying blind as they attempt to optimize and modernize their processes. If you don’t know where you are, then it’s hard to navigate to where you want to be.
Understanding the “as-is” state of processes is, bluntly, a time-consuming, costly, error-prone pain. Generally, a small army of consultants will attempt to map existing processes from the outside looking in — interviewing users, reviewing process maps, etc. Process mining provides an insideout view of a company’s process data. By identifying and analyzing event data, companies no longer have to guess where their process bottlenecks are. The areas of process improvement enabled by this technology is any automated business process such as: purchase-to-pay, order-to-cash, customer service, accounts payable, accounts receivable, procurement, order management and inventory management. What Are the Benefits? Without knowing how processes are working, companies encounter
DOCUMENT Strategy Fall 2021