The basic idea of Process Mining can best be illustrated with a practical example:
Due to frequent complaints on the phone, a renowned supplier of custom-made bicycles found out that the promised delivery times had repeatedly not been kept for several months. An exact analysis had to be carried out as the responsible persons could not explain why this was the case.
The first end-to-end review based on the processes modeled in BPM - from ordering to delivery - did not show any abnormalities. The processes of the respective departments involved had always been completed within the specified time frame.
The processes had to be examined more thoroughly, which led to the use of Process Mining software. The order-to-cash process from the SAP system served as the data basis. With the Process Mining tool, it was possible to separate the data of the slow process instances from the normal ones and compare them in a process simulation. This revealed a significant deviation in the lead time between completion of the frame and installing the suspension fork. When further focussing within the Process Mining Tool, it turned out that the delay, regardless of the type of bicycle frame, only occurred with purchased suspension forks from a recently added manufacturer. The analysis of the affected order process revealed that the automatic order confirmation did not arrive immediately but always on Mondays, contrary to expectations. This clearly indicated a problem in the IT interface.
With this information, the IT department quickly identified the actual problem - an incorrectly configured batch run. Instead of directly triggering the order, the orders were first collected and sent on Monday. This delayed the delivery of the suspension fork and, therefore, the assembly, which ultimately delayed the delivery to the customer.
Our conclusion: By analyzing the causal chain with Process Mining, the problem could be narrowed down, found, and solved quickly. The delivery dates were met again. As a further measure from the lessons learned, the IT interfaces were assigned to the business processes so that deviations from the target can be seen more quickly in the future.