Process Mining Guide
A targeted approach to business process optimization.
Contents
2 6
Introduction: What is Step 3: Analyze and evaluate
process mining? the results.
4 7
Step 1: Define what is to Step 4: Monitor and optimize.
be measured and why.
5 8
Step 2: Dig into the data. Conclusion and
additional resources.
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What is process mining?
Every business process consists of a series of steps and you first need a clear and comprehensive view of all the
tasks that need to be carried out—either by humans activities taking place within your current processes.
or technology—in order to deliver a desired outcome. Without this insight, it would be impossible to pinpoint
Processes can be as (seemingly) simple as receiving the areas where optimization would have the greatest
and reconciling payments for goods sold, or as complex impact. Gaining these insights, however, can be difficult.
as managing a multi-tier supply chain to support Most business processes require multiple individuals and
manufacturing operations. systems to carry out the necessary activities. Traditional
process discovery has therefore required extensive, manual
Inefficiencies within these processes can be detrimental
analysis, which can be time-consuming, error-prone, and
to your business. To minimize or eliminate inefficiency,
potentially costly to your organization.
Process mining
provides a clear and
comprehensive view of
your current processes.
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With process mining, you can gain end-to-end process Event log data is run through a process mining
visibility much more efficiently and accurately. Process tool and presented in a visualization resembling a flow
mining tools gather and interpret your process data chart, which clearly shows the entire process, including
and present it in a visual format that makes it easy any skipped or added process steps or paths. This makes
to quickly identify the areas that need attention. it easy to see the potential problem areas—for example,
They do this by analyzing event logs, which are digital where overly long processing or idle time slow the
records of each activity executed within a process. process or where deviations from the ideal process
Event logs include information about the activity, such could be causing compliance issues.
as a description, a timestamp of when the activity took
Process mining makes it easier for you to discover
place, and an ID number that’s unique to a specific
and eradicate the inefficiencies that negatively
process. Examples of event log activities include
impact your business. And once you’ve taken steps
scanning the barcode of a package in transit, entering
to eliminate inefficiencies, process mining can gauge
patient test results in a hospital portal, or receiving an
the success of your efforts and monitor for additional
incoming call at a call center.
optimization opportunities.
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Step 1: Define what is to be measured and why.
Before starting a process mining project, it’s important to assess whether you have the right foundational
pieces in place.
• Is process data available, and does it include timestamps?
• Do you have support from management and sufficient resources for the project?
• Are the relevant stakeholders involved? These could be process and data owners, specialists and
system experts, or decision makers.
Once you’ve determined the viability of the project, you can define what you hope to achieve from your analysis.
At this point, it may be helpful to create a reference or target process model. This is an optimized version of the
process that represents the desired ideal state. It will be used as the basis of comparison once your actual process
has been mapped.
Specify what you hope to learn from your process analysis.
Here’s an example:
How well does the process perform?
Focusing on KPIs such as processing times, number of process runs and variants, and error rate
can help in evaluating process performance.
Does the process meet your requirements?
If the process is not delivering the desired outcome or your users are struggling to manage their
workloads, process mining could provide valuable insights to correct these issues.
What is the optimization potential?
Eliminating bottlenecks, process loops, or inefficient process flows can have a far-reaching impact
on the business. It could result in a better user experience, faster time to market, increased customer
satisfaction, and improved compliance.
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Step 2: Dig into the data.
First, the process mining tool will extract process data and load it into event logs. This is done by categorizing the data
according to a unique identifier. This identifier could be an order number, a customer ID, or, as seen here, an incident
number. All activities taking place within a specific process should have the same identifier.
The log files also contain activity descriptions and timestamps. Additional attributes can be included, but it’s important
to focus efforts only on those data points that will be most likely to help you reach your optimization goals.
Unique ID Event Timestamps Contextual Factors
Case ID Activity Start Complete Classification Country
Incident1 Incident logging 2022-01-04 11:26 2022-01-04 11:35 Germany
Incident1 Incident classification 2022-01-04 11:35 2022-01-04 11:37 Mail
Incident1 Initial diagnosis 2022-01-04 11:51 2022-01-04 12:03
Incident1 Resolution and recovery 2022-01-04 16:09 2022-01-04 16:50
Incident1 Incident closure 2022-01-04 16:51 2022-01-04 16:59
Incident2 Incident logging 2022-01-04 12:21 2022-01-04 12:39 Germany
Incident2 Incident classification 2022-01-04 12:40 2022-01-04 12:42 Mail
Once the data has been extracted into event logs, the process mining tool transforms it into a visualization that maps
the actual process from start to finish.
Start node Incident logging Incident classification Incident diagnosis Resolution and recovery Incident closure End node
1.35k / 9 mins 1.35k / 4.2 mins 1.35k / 9 mins 1.35k / 30.2 mins 1.35k / 13.2 mins
Functional escalation Investigation and diagnosis
339 / 5 mins 339 / 5.5 hrs
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Step 3: Analyze and evaluate the results.
The resulting visualization can be used in a variety of ways to inform the next best actions.
• Conformance checking: If a reference model was created in step one, it can be compared to the actual process to
help pinpoint the areas most in need of optimization. For example, you may find that users are skipping or duplicating
process activities or executing unplanned activities.
• Model enhancement: Information about the actual process delivered by the process mining tool is used to extend
or enhance the target or reference model. For example, the tool may uncover bottlenecks or unplanned process
sequences that can be eliminated from the model to make it a better representation of the ideal process.
• Root-cause analysis: Studying concrete process deviations in detail can help you identify problematic areas or
patterns in the deviations.
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Step 4: Monitor and optimize.
Process mining is just the beginning. The next, and perhaps most important, step is to go from knowing to doing
by translating the insights obtained through process mining into action. This requires a targeted plan for
implementing optimization measures.
The process mining tool should include dashboards and other reporting features to help you monitor the
ongoing performance of your operation and visualize the relevant inputs for your KPI measurements to drive
continuous improvement.
How will you address the need for optimization in your processes?
• Increased training for staff.
• Investment in supplemental IT systems or replacement of outdated technology.
• Greater standardization and harmonization of processes.
• Implementation of process automation using tools such as artificial intelligence (AI) or
robotic process automation (RPA).
What comes after you’ve implemented optimization measures?
• Re-extract the process data and run it through the process mining tool to gauge the success
of your efforts.
• Measure your new process against KPIs set at the beginning of the project.
• Revisit the questions you addressed in step one:
• How well does the process perform now?
• Does the new process meet your requirements?
• Is there further optimization potential?
• Monitor performance to continuously improve your process.
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Conclusion and additional resources.
Process mining provides a clear and comprehensive view of your current processes to eliminate inefficiencies and
continuously improve your operations. It is a critical component of any effective business process management
strategy. With insights derived from process mining, you can optimize your processes in ways that deliver real
value to your organization and your customers.
For more information on process mining:
6 Considerations to Supercharge Process Efficiency
through Process Mining.
Learn how process mining fits into your broader
business process management (BPM) initiative:
The BPM Guide.
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automates business processes.
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everything you need to design,
automate, and optimize even the
most complex processes, from start
to finish. The world's most innovative
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