Call Centre & Process Mining

•Transferir como PPT, PDF•

3 gostaram•1,211 visualizações

An example of how process mining can help process discovery and analysis. If you have any questions please contact me gvarvaressos@ozemail.com.au

Negócios Tecnologia

The Call Centre Process discovery, analysis & improvement through process mining George Varvaressos Business Process Mining © 2009

What is Process Mining? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Business Process Mining © 2009

Call Centre – the ‘as designed’ process Business Process Mining © 2009

Event Log – generated by the call centre process case or process instance Business Process Mining © 2009 Event log Mxml PromImport Prom 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

Process Discovery - control flow & performance What does a business process look like? Business Process Mining © 2009

Process Discovery - control flow & decision points Business Process Mining © 2009

Process Discovery – key data ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Business Process Mining © 2009

Process Discovery – ‘actual’ process Business Process Mining © 2009

Next step – statistical analysis ,[object Object],[object Object],Business Process Mining © 2009

Capability Analysis – examine the distribution Business Process Mining © 2009 ,[object Object],[object Object]

Business Process Mining © 2009 Call Centre Process Discovery – summary ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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 ,[object Object],[object Object]

Business Process Mining © 2009 Organisational knowledge used to aid analysis

Business Process Mining © 2009 Application knowledge used to aid analysis ,[object Object],[object Object]

Business Process Mining © 2009 Application knowledge used to aid analysis

Business Process Mining © 2009 Using semantics to check conformance (1) ,[object Object]

Business Process Mining © 2009 Using semantics to check conformance (2) ,[object Object]

Business Process Mining © 2009 Summary ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Mais conteúdo relacionado

Mais procurados

Six sigma full reporttapan27591

Business case templatePlanning Innovations

Accounting information system presentationS M Maruf Siddiqe

Cyber Security ManagementIT Governance Ltd

Microsoft Office 365 PresentationSNP Technologies, Inc.

Management information systemTrinity Dwarka

Knowledge Management System. MISMd. Mazharul Islam Rana

Management Information SystemMaria Stella Solon

Types Of Information Systemguestead93f3

MIS assignment for sharehoneyshah

Fundamentals of Business Process Management: A Quick Introduction to Value-Dr...Marlon Dumas

Six sigmakartik patel

Digital transformationAhmar Hasan

Facility Management Budgeting and Key Performance IndicatorsDeyan Kavrakov, FRICS

Six sigma seminarjairajputana

Chap07 Electronic Business SystemsAqib Syed

ITIL V3 and the Unified Service ModelDavid Messineo

Introduction To Operational ExcellenceAhmed Mansour

Information System DevelopmentIamPe Khamkhum

Mis introductionhimanshu5star

Mais procurados (20)

Six sigma full report

Business case template

Accounting information system presentation

Cyber Security Management

Microsoft Office 365 Presentation

Management information system

Knowledge Management System. MIS

Management Information System

Types Of Information System

MIS assignment for share

Fundamentals of Business Process Management: A Quick Introduction to Value-Dr...

Six sigma

Digital transformation

Facility Management Budgeting and Key Performance Indicators

Six sigma seminar

Chap07 Electronic Business Systems

ITIL V3 and the Unified Service Model

Introduction To Operational Excellence

Information System Development

Mis introduction

Semelhante a Call Centre & Process Mining

Call Centre and Process MiningBPM Link

Lean & Process MiningGeorge Varvaressos

Ontologies And Process MiningGeorge Varvaressos

Bpm - IBANK, APPIANibankuk

010 bmw tpm management trainingdrdej19

010 bmw tpm management trainingDrFereydounDejahang

010 bmw tpm management trainingDr Fereidoun Dejahang

Q Data and SAP EM OverviewQ Data USA

Process Mining and Predictive Process Monitoring: From Technology to Business...Marlon Dumas

BPM for business analysts: modelling procedureAlexander SAMARIN

Automated Process Improvement: Status, Challenges, and PerspectivesMarlon Dumas

Fujitsu APD IntroductionGordon Folz

BPMN.pptBritaldo GJ

ARC's Greg Gorbach's Global Manufacturing Presentation at ARC's 2008 Industry...ARC Advisory Group

FlowForma slides ccd may 2015FlowForma

20100121 03 - Présentation CMMi ValeoLeClubQualiteLogicielle

Winter Simulation Conference 2021 - Process Wind Tunnel TalkSudhendu Rai

Gilard Application Programmers - OSM Features.pdfManjiv Singh

Business Process Management - What is it, and why all the buzz?Bonitasoft

Introduction to Standardized WorkW3 Group Canada Inc.

Semelhante a Call Centre & Process Mining (20)

Call Centre and Process Mining

Lean & Process Mining

Ontologies And Process Mining

Bpm - IBANK, APPIAN

010 bmw tpm management training

Q Data and SAP EM Overview

Process Mining and Predictive Process Monitoring: From Technology to Business...

BPM for business analysts: modelling procedure

Automated Process Improvement: Status, Challenges, and Perspectives

Fujitsu APD Introduction

BPMN.ppt

ARC's Greg Gorbach's Global Manufacturing Presentation at ARC's 2008 Industry...

FlowForma slides ccd may 2015

20100121 03 - Présentation CMMi Valeo

Winter Simulation Conference 2021 - Process Wind Tunnel Talk

Gilard Application Programmers - OSM Features.pdf

Business Process Management - What is it, and why all the buzz?

Introduction to Standardized Work

Último

NewBase 19 April 2024 Energy News issue - 1717 by Khaled Al Awadi.pdfKhaled Al Awadi

Japan IT Week 2024 Brochure by 47Billion (English)Data Analytics Company - 47Billion Inc.

BEST Call Girls In Old Faridabad ✨ 9773824855 ✨ Escorts Service In Delhi Ncr,noida100girls

/:Call Girls In Indirapuram Ghaziabad ➥9990211544 Independent Best Escorts In...lizamodels9

Call Girls In Radisson Blu Hotel New Delhi Paschim Vihar ❤️8860477959 Escorts...lizamodels9

Innovation Conference 5th March 2024.pdfrichard876048

Buy gmail accounts.pdf Buy Old Gmail AccountsBuy Verified Accounts

Keppel Ltd. 1Q 2024 Business Update Presentation SlidesKeppelCorporation

Annual General Meeting Presentation SlidesKeppelCorporation

Corporate Profile 47Billion Information TechnologyData Analytics Company - 47Billion Inc.

Future Of Sample Report 2024 | Redacted VersionMintel Group

2024 Numerator Consumer Study of Cannabis UsageNeil Kimberley

MAHA Global and IPR: Do Actions Speak Louder Than Words?Olivia Kresic

Independent Call Girls Andheri Nightlaila 9967584737Riya Pathan

Digital Transformation in the PLM domain - distrib.pdfJos Voskuil

Call Girls In Sikandarpur Gurgaon ❤️8860477959_Russian 100% Genuine Escorts I...lizamodels9

Ten Organizational Design Models to align structure and operations to busines...Seta Wicaksana

Marketplace and Quality Assurance Presentation - Vincent Chirchirictsugar

8447779800, Low rate Call girls in New Ashok Nagar Delhi NCRashishs7044

8447779800, Low rate Call girls in Kotla Mubarakpur Delhi NCRashishs7044

Call Centre & Process Mining

4. Event Log – generated by the call centre process case or process instance Business Process Mining © 2009 Event log Mxml PromImport Prom 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

10.

11.

18.

20.

22.

23.

24.

Call Centre & Process Mining

Recomendados

Recomendados

Mais conteúdo relacionado

Mais procurados

Mais procurados (20)

Semelhante a Call Centre & Process Mining

Semelhante a Call Centre & Process Mining (20)

Último

Último (20)

Call Centre & Process Mining