process mining: discovery and analysis of process-aware environments using event logs eindhoven...

Process Mining:

Discovery and Analysis of process-aware environments using

event logs

Eindhoven University of TechnologyDepartment of Computer ScienceP.O. Box 513, 5600 MB EindhovenThe Netherlandswww.processmining.org

http://www.processmining.org

Process Mining

Control flow perspective:- What is the average flow time of orders?- What is the procedure followed for orders above 10k?

Case perspective:- Was invoice 1203 paid on time?- What is the difference in the execution flow between regular and rush orders?

Organizational perspective:- Does the employee address match the vendor’s address?- Which people -not in the same organizational unit- appear to be working together closely?

information system

(process)model

eventlogs

modelsanalyzes

discovery

records events, e.g., messages,

transactions, etc.

specifies configures implements

analyzes

supports/controls

conformance

“world”

people machines

organizationscomponents

business processes


Event Logs

An event log contains information about specific events executed for

specific process instances (cases, event-lists, audit trails). We do not

assume any knowledge of the underlying process.


1) basic performance metrics

2) Control flow discoveryStart

Register order

Prepareshipment

Ship goods

(Re)send bill

Receive paymentContact

customer

Archive order

End

3) organizational model 4) social network

5) performance characteristics

If …then …

6) auditing/security

Overview

1) Basic Performance Metrics

Start

Register order

Prepareshipment

Ship goods

(Re)send bill


customer

Archive order

End

If …then …


The concepts

Process/control-flow perspective: flow-, waiting-, processing- and sync-times.Questions:

What is the average flow time of orders?

What percentage of requests is handled within 10 days?

What is the average time between scheduling an activity and starting

it?

Resource perspective: frequencies, time, utilization, and variability.Questions:

How many times did John withdraw activity go shopping?

How many times did Clare suspend some running activity?

How much time did people with role Manager work on this process?

What is the average utilization of people with role Manager?


External tools

2) Control flow rediscovery

Start

Register order

Prepareshipment

Ship goods

(Re)send bill


customer

Archive order

End

Start

Register order

Prepareshipment

Ship goods

(Re)send bill


customer

Archive order

End

If …then …


The concepts

Try to discover a process model using nothing

but the events in an event-log.

An event log contains information about specific events executed for

specific process instances (cases, event-lists, audit trails).

Start

Register order

Prepareshipment

Ship goods

(Re)send bill


customer

Archive order

End


Example

Controlenummer: 1289

Activiteit Datum TijdUitvoering

Stuur aanvraag Ontvang antwoord Stuur beëind. brief

13-01-2005 17-01-200517-01-2005

12:0209:00 09:15

PeterKarelKarel



Stuur aanvraag Ontvang antwoord Verleng kortingen

14-01-2005 15-01-200516-01-2005

12:0210:00 11:15

MarieWillemWillem



Stuur aanvraag Controleer ontvangst Ontvang antwoord Verleng kortingen

14-01-200614-02-200615-02-200715-02-2007

12:0209:0010:00 11:15

MarieMarieWillemWillem




13-01-2005 17-01-200517-01-2005

12:0209:00 09:15

PeterKarelKarel



Stuur aanvraag Ontvang antwoord Beëindig controle

14-01-2005 15-01-200516-01-2005

12:0210:00 11:15

MarieWillemWillem



Stuur aanvraag Controleer ontvangst Ontvang antwoord Beëindig controle

14-01-200614-02-200615-02-200715-02-2007

12:0209:0010:00 11:15





13-01-2005 17-01-200517-01-2005

12:0209:00 09:15

PeterKarelKarel




14-01-2005 15-01-200516-01-2005

12:0210:00 11:15

MarieWillemWillem




14-01-200614-02-200615-02-200715-02-2007

12:0209:0010:00 11:15





13-01-2005 17-01-200517-01-2005

12:0209:00 09:15

PeterKarelKarel




14-01-2005 15-01-200516-01-2005

12:0210:00 11:15

MarieWillemWillem




14-01-200614-02-200615-02-200715-02-2007

12:0209:0010:00 11:15





13-01-2005 17-01-200517-01-2005

12:0209:00 09:15

PeterKarelKarel




14-01-2005 15-01-200516-01-2005

12:0210:00 11:15

MarieWillemWillem




14-01-200614-02-200615-02-200715-02-2007

12:0209:0010:00 11:15





13-01-2005 17-01-200517-01-2005

12:0209:00 09:15

PeterKarelKarel




14-01-2005 15-01-200516-01-2005

12:0210:00 11:15

MarieWillemWillem




14-01-200614-02-200615-02-200715-02-2007

12:0209:0010:00 11:15





13-01-2005 17-01-200517-01-2005

12:0209:00 09:15

PeterKarelKarel




14-01-2005 15-01-200516-01-2005

12:0210:00 11:15

MarieWillemWillem



Stuur aanvraag Controleer ontvangst Ontvang antwoord Stuur beëind. brief

14-01-200614-04-200615-04-200715-04-2007

12:0209:0010:00 11:15





13-01-2005 17-01-200517-01-2005

12:0209:00 09:15

PeterKarelKarel




14-01-2005 15-01-200516-01-2005

12:0210:00 11:15

MarieWillemWillem




14-01-200614-02-200615-02-200715-02-2007

12:0209:0010:00 11:15





13-01-2005 17-01-200517-01-2005

12:0209:00 09:15

PeterKarelKarel




14-01-2005 15-01-200516-01-2005

12:0210:00 11:15

MarieWillemWillem




14-01-200514-02-200515-02-200515-02-2005

12:0209:0010:00 11:15

KeesJanKarelKarel




13-01-2005 17-01-200517-01-2005

12:0209:00 09:15

PeterKarelKarel




14-01-2005 15-01-200516-01-2005

12:0210:00 11:15

MarieWillemWillem




14-01-200614-02-200615-02-200715-02-2007

12:0209:0010:00 11:15



Result

Start controle kortingsrecht

Stuur vraag werkgever

Beëindig controle

Stuur beëindigings-

brief

Wacht op antwoord

Controlebeëindigd OF OF

Controleer ontvangstwerkgever

OF Ontvang antwoord

Positief antwoordwerkgever

Negatief antwoord werkgever

OF

OFGeen

antwoord ontvangen




14-01-2005 15-01-200516-01-2005

12:0210:00 11:15

MarieWillemWillem

3) Organizational model

Start

Register order

Prepareshipment

Ship goods

(Re)send bill


customer

Archive order

End

If …then …


Case Study

Dutch national works department (1000 workers)

Responsible for construction and maintenance of infrastructure in

province.

Process: Processing of invoices from the various subcontractors and

suppliers

Log: 5000 cases and 33.000 events.

Focus on 43 key players


The Concepts

Discover the organizational model (i.e., roles, departments,etc.) without

prior knowledge about the structure of the organization.

4) Social network

Start

Register order

Prepareshipment

Ship goods

(Re)send bill


customer

Archive order

End

If …then …


Social Network: joint activities


Social Network: hand-over of work between groups


Relating tasks and performers (using correspondence analysis)

5) Performance Characteristics

Start

Register order

Prepareshipment

Ship goods

(Re)send bill


customer

Archive order

End

If …then …


The concepts

Performance characteristics can often be formulated as “if… then…”

statements.

If the “check amount” activity is delayed in the start of the process, then

“pay customer” will be delayed at the end of the process.

Strongly related is the work on “case prediction”. However, this concerns

real-time behaviour.


Recommendations

John: “Hmm, 897880 is a difficult insurance claim, I will ask my supervisor what to do.”

Clair: “I am busy, ask Bob.”

Bob: “This too complex for me to handle, let’s call Mary.”

Mary: “I cannot find the claim in the system, just give me a minute.”

Mary: “I see, I have seen such a claim before and we should just send a rejection letter, because form 230a has not been filled out completely.”

John: “Thanks, I didn’t see that, since we rarely need form 230a.”


External tools

Eudaptics Viscovery®

Eudaptics Viscovery is the visual analysis

platform for customer data which allows IT,

business intelligence and marketing people to

carry out CBM projects in an integrated and

business-oriented workflow – from

preprocessing and behavior modeling via the

definition of marketing actions up to the

checking of results.

http://www.eudaptics.de/

SPSS ®

Is your organization a Predictive Enterprise? A

Predictive Enterprise incorporates predictive

analytics into its daily operations to improve

business processes. By directing, optimizing,

and automating decisions, a Predictive

Enterprise meets its defined business goals

and gains a measurable competitive

advantage. SPSS predictive analytics gives

you consistent control over daily decisions

made within your organization.

www.spss.com

6) Auditing / Security

Start

Register order

Prepareshipment

Ship goods

(Re)send bill


customer

Archive order

End

If …then …


The concepts

Detecting process instances that do not fit some given process model,

i.e. Checking Process Conformance.

Determining how well a process model fits a log (over-fitting / under-

fitting).

Checking auditing principles such as the “four eyes principle”: Two tasks

A and B within one case should never be performed by the same user.


Example

Example of an instance:

Enter, Select Product, Add to Basket, Proceed to Checkout, Fill in Delivery Info, Fill in Payment Info, Process Order, Finish Checkout


ProM framework

The ProM Framework is:

1) a pluggable proof of concept tooling framework for fast

implementation of process mining techniques,

2) a toolkit for the, information system independent, analysis of

processes,

3) open source,

4) used by researchers all over the world, resulting in 230 plugins so-far,

5) Downloadable from: www.processmining.org


1) basic performance metrics

2) Control flow discoveryStart

Register order

Prepareshipment

Ship goods

(Re)send bill


customer

Archive order

End

3) organizational model 4) social network

5) performance characteristics

If …then …

6) auditing/security

Added value of Process Mining


Conclusion

Process mining provides many interesting challenges for scientists, customers, users, managers, consultants, and tool developers.

In the short term, established process mining techniques such as LTL-checking, are extremely useful for integration in a production environment.

Process mining techniques add value to the complex web of information systems and monitoring tools by:

1) Integrating techniques in one state-of-the-art platform ProM,

2) Combining results of different techniques from different perspectives to gain insights into complex operational procedures,

3) Allowing for interaction between tools otherwise providing static results.

process mining: discovery and analysis of process-aware environments using event logs eindhoven...

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