Originally written by Neil Ward-Dutton.
I visited Process Mining Camp in Eindhoven a couple of weeks back – a small and casual conference organised by Fluxicon Labs. I was participating in a panel towards the end of the one-day event focused on the prospects for Process Mining as a discipline and as a technology market; but I was also keen to hear the practitioner stories which made up a large proportion of the event’s schedule.
Process Mining is a fascinating discipline (and technology category). In theory it’s a business improvement tool with very wide applicability that can deliver really significant benefits in very clear, easy-to-understand ways. It’s complementary to many existing tools and techniques. In practice, though, although the technology has been available (and widely researched) for a decade or so, it’s still something which has a surprisingly low profile in industry.
Fluxicon isn’t the only commercial provider of Process Mining tools; other players include (in no particular order) Software AG, Perceptive Software, QPR, Celonis and Fujitsu Software. Nevertheless, I’m convinced that there is a really significant untapped opportunity out there.
One of the highlights of the conference for me (my first time at Process Mining Camp) was a presentation by Frank van Geffen of Rabobank. Frank has been an evangelist for Process Mining within Rabobank – and more recently, across industry – since 2012 and he’s led a number of really significant projects within the bank.
Frank’s first outing with Process Mining related to Rabobank’s IT service desk. The improvements identified by that project meant that after 6 months the team had reduced waiting time in aggregate by 72,000 hours, and prevented 2,000 incidents from being raised. Since then Process Mining has also been applied to business expense claims (and the mean turnaround time has been reduced from 11 days to 1.2 days). A more strategically important case relates to the team’s use of Process Mining to examine cross-channel customer journeys in mortgage applications; my understanding is that although this work is ongoing, there have already been some significant results.
As we look to plan out our research agendas for the coming months, one of the things I’m considering exploring in depth is Process Mining technology and practice. As well as researching and writing about the area, it’s also something we might potentially look at exploring through a small in-person event.
Is this (research or an event) something you’d like to see? If so, please let me know in the comments below, by email (neilwd AT mwdadvisors DOT com) or Twitter (@neilwd). I’d really love to get input on this!