discovering a process flow in priority erp · 2013. 7. 1. · locating problematic paths with the...
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Discovering a Process Flow in Priority ERP
Service Calls Handling
Author: Dafna Levy
Service Calls “Hypothetical” Process Model
BPM Flow Chart for Service Calls in Priority
Statuses, paths and rules are defined for the process in Priority ERP.
The Process in Reality
Can we visualize how our BPM flow chart is actually executed? Are there any bottlenecks in the process? Are there problematic paths taken between statuses? What about fulfilling SLA conditions? Which and how many employees have received business rules
notifications? Why are there performance differences among our branches?
Process Mining – Discovering the Real Process
Data Requirements for Process Mining
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Process Instance or Case identifier
Status or Activity attribute (process step)
One timestamp for status change, start or completion of activity
Cases
Events
Attribute
Generating the Required Data in Priority
Create a query in the To Do List History form, or Generate SQL query (with WINDBI or ODBC) Export the data and save as Excel sheet or in CSV file format.
Service Calls Log Data in Excel
Service Calls Process Discovery with Disco
Import Configuration Screen in Disco
1. Mapping the log columns to Disco predefined columns2. Starting to import the log.
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Map View of the Discovered Process Flow
Statuses & paths are displayed with their frequencies. Colors, paths’ thickness and numbers are used for indication.
Details of a Specific Status
Checking SLA conformance We can filter the log to display only calls with the current status.
Process Animation
Status changes are shown at their relative, actual speed. Process bottlenecks are immediately spotted.
Process Statistics
Events represents the total number of status changes. Cases represents the total number of Service Calls documents.
Activity Statistics
Viewing performance metrics of the statuses in the process. We can export the calculated table data as a CSV file for further
analysis.
Resource Statistics
Viewing performance metrics of the employees in the process. We can export graphs as images for our reports.
Variants and Individual Cases
Each variant represents a unique sequence of statuses. We can see that multiple service calls can follow a specific variant.
Performance Comparison of Employees
After configuring both Status and Assigned to columns as Activity in the Import screen.
The Process Flow Among Employees
After swapping the Resource and the Activity columns in the Import screen.
Using Filters
Filter Settings Screen
Disco automatically recommends useful filters for our current log.
Performance Filter Optional Settings
After filtering by Case Duration, we realized that 4% of our cases run longer than 10 days.
Performance Display – Mean Duration
Process bottlenecks and repetitions are quickly discovered.
Frequency Display – the Maximal Status Repetitions
Exceptional repetitions of statuses in the process are immediately discovered.
Comparing Slow and Fast Processes
Toggling easily between different logs.
Locating Problematic Paths with the Follower Filter
A serial should be sent to the manufacturer’s lab only after inspection.
Locate Service calls which do not obey this instruction Optionally use the “4-eyes principle” definition.
Viewing the Service Calls with the Filtered Path
After locating such calls, we advise to add a business rule in order to prevent the free path between the statuses Received and Manuf. Lab.
Other Attribute Statistics
Viewing information about customers that returned a serial after receiving it from the manufacturer’s lab.
Analyzing Business Rules defined in Priority
The rule: If the Service Call remains in the Technician status longer than 12 hours, send an E-mail to the assigned technician.
1st Step: Select the Relevant Status with the Attribute Filter
2nd Step: Define the Condition with the Performance Filter
We already see that 30% of the cases remained in the Technician status longer than 12 hours.
Analyzing the results
Locating the employees that were assigned the Technician status which received E-mail notifications.
Exporting Filtered Logs from Disco
Using the Anonymize option for sensitive data.
Exporting Process Maps from Disco
Used in reports and presentations
Project Management View
Maintaining multiple Data sets Documenting our work Exporting projects for backup.
Next Steps
Learn more about Disco here:http://fluxicon.com/disco/
Install a demo and play with the Sandbox project
Perform a pilot project with us!
Contact
Anne Rozinat Email: [email protected]: +31(0)62-4364201Web: http://fluxicon.com
Dafna Levy Email: [email protected]: +972 (0)54-6881739Web: http://bpmintro.wordpress.com