Invited Talk at 21st International Conference on Advanced Information Systems Engineering (CAiSE´09), 8-12 June 2009, Amsterdam, The Netherlands.

1. TomTom for Business
Process Management
(TomTom4BPM)
prof.dr.ir. Wil van der Aalst
www.processmining.org

2. Today's information systems are really crappy
compared to a TomTom system!
• Good maps?
• Navigation by
PowerPoints?
• Traffic information?
• Where is the next fuel
station?
• Who is in charge?
• Seamless zoom?
• Customizable views?
• When will the
destination be reached?
PAGE 1

3. PAGE 2

4. PAGE 3

5. Process Mining
• Process discovery: "What is
really happening?"
• Conformance checking: "Do
we do what was agreed
upon?"
• Performance analysis:
"Where are the bottlenecks?"
• Process prediction: "Will this
case be late?"
• Process improvement: "How
to redesign this process?"
• Etc.
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6. • Process discovery: "What is the real curriculum?"
• Conformance checking: "Do students meet the prerequisites?"
• Performance analysis: "Where are the bottlenecks?"
• Process prediction: "Will a student complete his studies (in time)?"
• Process improvement: "How to redesign the curriculum?"
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7. Process Mining
A step towards TomTom functionality
for business processes

8. Where to start?
process
diagnosis
control
process mining
process process
enactment design
implementation/
configuration
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9. Process mining: Linking events to models
PAGE 8

10. Process mining as a mirror ...
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11. Where did we apply process mining?
• Municipalities (e.g., Alkmaar, Heusden, Harderwijk, etc.)
• Government agencies (e.g., Rijkswaterstaat, Centraal
Justitieel Incasso Bureau, Justice department)
• Insurance related agencies (e.g., UWV)
• Banks (e.g., ING Bank)
• Hospitals (e.g., AMC hospital, Catharina hospital)
• Multinationals (e.g., DSM, Deloitte)
• High-tech system manufacturers and their customers
(e.g., Philips Healthcare, ASML, Thales)
• Media companies (e.g. Winkwaves)
• ...
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12. Example: WMO process of
a Dutch Municipality
144 cases (i.e., requests
for adaptation of house)
WMO = Wet Maatschappelijke Ondersteuning
1326 recorded events
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13. Conformance check of discovered model
both
performed
while not
allowed activity is good fit
sometimes not 97.9%
performed
drill
down
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14. Performance analysis
time bottle
from neck
A to B flow
time
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15. Events sorted by duration
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16. "Real" animation
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17. And of course ...
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18. Reality ≠ PowerPoint (or Visio)
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19. Process spectrum
structured unstructured
(Lasagna) (Spaghetti)
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20. 375 houses
18640 events
82 different activities
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21. 2712 patients
29258 events
264 different activities
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22. 874 patients
10478 events
181 different activities
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23. 24 machines
154966 events
360 different activities
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24. 37.5% OK
62.5% NOK
design reality
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25. PAGE 24

26. Process Mining: TomTom for
Business Processes

27. How can process mining help?
• Good maps?
• Navigation by
PowerPoints?
• Traffic information?
• Where is the next fuel
station?
• Who is in charge?
• Seamless zoom?
• Customizable views?
• When will the
destination be
reached?
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28. city highway
PAGE 27

29. ProM's "real animation"
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30. When will I be home?

31. PAGE 30

32. Approach
When? 12-6-2009!
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33. Input: partial trace and historic information
(A B C D C D C D E)? (14-6-2009)!
(12-6-2009)!
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34. Input
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35. Building transition systems
C D
{A,B} {A,B,C} {A,B,C,D}
B B
A C
{} {A} {A,C}
many
E abstractions
ABCD D are possible
{A,E} {A,D,E}
ACBD and supported
AED
ABCD (a) transition system based on sets by ProM's
ABCD FSM miner
AED
C D
ACBD <A,B> <A,B,C> <A,B,C,D>
...
B
A E D
<> <A> <A,E> <A,E,D>
C
B D
<A,C> <A,C,B> <A,C,B,D>
(b) transition system based on sequences PAGE 34

36. Annotated transition system based on
remaining time
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37. Predictive information
average: 7.2 average: 0
average: 10.33 st. dev.: 1.79 st. dev.: 0
st. dev.: 1.53 min: 6 min: 0
min: 9 max: 10 max: 0
max: 12
predict: 10.33 predict: 0
average: 25.75 [12,9,10] [6,10,6,6,8] [0,0,0,0,0]
st. dev.: 12.25 C D
{A,B} {A,B,C} {A,B,C,D}
min: 13
max: 44 [18,26,44,13,
14,40,24] B predict: 7.2
B
C
{} {A} {A,C}
A
average: 25.75
[22,19]
st. dev.: 12.25 [18,26,44,13, predict: 25.75
E
min: 13 14,40,24]
D
{A,E}
max: 44 {A,D,E}
[34,31] [0,0]
average: 32.5
st. dev.: 2.12 A B C D
min: 31 average: 20.5 average: 0
max: 34 st. dev.: 2.12 st. dev.: 0
min: 19 min: 0
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max: 22 max: 0

38. Example: WOZ process in Dutch Municipality
1882 objections
triggering 11985
activities
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39. All 11985 events at a glance
Average flow time is 107 days
(with a huge variation)
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40. For partial traces
corresponding to
this state the
estimated time
until completion
is 8.5 days
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41. Cross validation:
Mean rooted
Average MSE
MAPE
training set and test set
Error
(MAE)
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42. Some results
PAGE 41

43. PAGE 42

44. Conclusion

45. Conclusion
• The abundance of event data enables a wide
variety of process mining techniques ranging
from process discovery to conformance
checking.
• A reality check for people that are involved in
process modeling.
• TomTom functionality is already possible
today!
• Check out ProM with its 250+ plug-ins.
• Contribute: case studies, plug-ins, etc.
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46. Thanks! cf. www.processmining.org
• Wil van der Aalst • Mercy Amiyo • Jan Martijn van der Werf
• Peter van den Brand • Carmen Bratosin • Martin van Wingerden
• Boudewijn van Dongen • Toon Calders • Jianhong Ye
• Christian Günther • Jorge Cardoso • Huub de Beer
• Eric Verbeek • Ronald Crooy • Elena Casares
• Ana Karla Alves de Medeiros • Florian Gottschalk • Alina Chipaila
• Anne Rozinat • Monique Jansen-Vullers • Walid Gaaloul
• Minseok Song • Peter Khisa Wakholi • Martijn van Giessel
• Ton Weijters • Nicolas Knaak • Shaifali Gupta
• Remco Dijkman • Sven Lambrechts • Thomas Hoffmann
• Gianluigi Greco • Joyce Nakatumba • Peter Hornix
• Antonella Guzzo • Mariska Netjes • René Kerstjens
• Kristian Bisgaard Lassen • Mykola Pechenizkiy • Ralf Kramer
• Ronny Mans • Maja Pesic • Wouter Kunst
• Jan Mendling • Hajo Reijers • Laura Maruster
• Vladimir Rubin • Stefanie Rinderle • Andriy Nikolov
• Nikola Trcka • Domenico Saccà • Adarsh Ramesh
• Irene Vanderfeesten • Helen Schonenberg • Jo Theunissen
• Barbara Weber • Marc Voorhoeve • Kenny van Uden
• Lijie Wen • Jianmin Wang • ... PAGE 45

47. Relevant WWW sites
http://www.senternovem.nl/innovatievouchers
MKB 2.500 – 7.500 euro
• http://www.processmining.org
• http:// promimport.sourceforge.net
• http://prom.sourceforge.net
• http://www.workflowpatterns.com
• http://www.workflowcourse.com
• http://www.vdaalst.com
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