Call Centre & Process Mining
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Transcript of Call Centre & Process Mining
The Call Centre
Process discovery, analysis & improvement through process
mining
George Varvaressos
Business Process Mining © 2009
What is Process Mining?
• Process Mining is about;
– the discovery, analysis and monitoring of business processes by extracting information from an organisation’s event logs
– the reverse-engineering of processes – analysis of human workflows
– conformance, performance analysis and
– auditing capabilities
Business Process Mining © 2009
Call Centre – the ‘as designed’ process
Business Process Mining © 2009
Event Log – generated by the call centre process
case orprocess instance
Business Process Mining © 2009
Process_ID EventName EventType Timestamp Originator Type Server Outcome
33116 VRU start 1/01/1999 0:00:31 No_Server PS No_Server Hang
33116 VRU complete 1/01/1999 0:00:36 No_Server PS No_Server Hang
33117 VRU start 1/01/1999 0:34:12 No_Server PS No_Server Hang
33117 VRU complete 1/01/1999 0:34:23 No_Server PS No_Server Hang
33118 VRU start 1/01/1999 6:55:20 Michael PS Michael Agent
33118 VRU complete 1/01/1999 6:55:26 Michael PS Michael Agent
33118 Regular_Service start 1/01/1999 6:55:44 Michael PS Michael Agent
33118 Regular_Service complete 1/01/1999 6:56:37 Michael PS Michael Agent
33119 VRU start 1/01/1999 7:41:16 Jack PS Jack Agent
33119 VRU complete 1/01/1999 7:41:26 Jack PS Jack Agent
33119 Regular_Service start 1/01/1999 7:41:27 Jack PS Jack Agent
33119 Regular_Service complete 1/01/1999 7:44:53 Jack PS Jack Agent
Event log Mxml PromImport Prom
Process Discovery - control flow & performance
What does abusiness process look like?
Business Process Mining © 2009
Process Discovery - control flow & decision points
Business Process Mining © 2009
Process Discovery – key data
• What the business processes actually looks like!
– possible bottlenecks
– the throughput rate
– the arrival rate
– waiting times
– decision points
• Not on the original ‘as designed’ workflow diagram
– abandonment/balk behaviour (black boxes) from VRU only
– abandonment after VRU (10%) including hang & phantoms
Business Process Mining © 2009
Process Discovery – ‘actual’ process
Business Process Mining © 2009
Next step – statistical analysis
• Is the process in statistical control ?
• Yes (excluding abandoned calls)
Business Process Mining © 2009
Capability Analysis – examine the distribution
Business Process Mining © 2009
•Process is lognormal – as expected•Ppk > 1 - Process is capable – can be improved!
Business Process Mining © 2009
Call Centre Process Discovery – summary
•event logs – converted to process data•workflow – designed compared to actual•decision points – business rules quantified•performance data – bottlenecks identified•process capability – in control and capable
•Next step is to examine the process in detail
Process Analysis – only cases that completed successfully
Business Process Mining © 2009
Basic Performance Analysis (global)
Business Process Mining © 2009
Basic Performance Analysis (process 33128)
Business Process Mining © 2009
Basic Performance Analysis (task/originator)
Business Process Mining © 2009
Process Diagram Analysis – most common paths taken
Business Process Mining © 2009
Process Analysis – who are working together?
Business Process Mining © 2009
Business Process Mining © 2009
Organisational knowledge used to aid analysis
•Semantics of names and roles understood by organisation but not known by system•Different to discovered role hierarchy
Business Process Mining © 2009
Organisational knowledge used to aid analysis
Business Process Mining © 2009
Application knowledge used to aid analysis
•Semantics of application understood by domain experts but not known by system
Business Process Mining © 2009
Application knowledge used to aid analysis
Business Process Mining © 2009
Using semantics to check conformance (1)
•Show instances of Regular Service completed by members of Team 4
Business Process Mining © 2009
Using semantics to check conformance (2)
•1 of 56 instances of Regular Service completed by members of Team 4 - (Morgan)
Business Process Mining © 2009
Summary
•Process Mining perspectives
•Control flow
•Performance
•Organisational
•Conformance
•Case
•Part of the Process Improvement toolkit