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: anne@fluxicon.comPhone: +31(0)62-4364201Web: http://fluxicon.com

Dafna Levy Email: dafnal@nool.co.ilPhone: +972 (0)54-6881739Web: http://bpmintro.wordpress.com