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 modelled 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 installation of 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, contrary to expectations, the automatic order confirmation did not arrive immediately, but always on Mondays. This clearly indicated a problem in the IT interface.
With this information, the IT department was able to quickly identify 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 also the assembly, which ultimately delayed the delivery to the customer.
Our conclusion: By analysing 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.