MTAT.03.231 Business Process Management (BPM) Lecture 11: Process Monitoring and Mining Fabrizio Maggi (based on lecture material by Marlon Dumas, Wil van der Aalst and Ana Karla Alves de Medeiros http://www.processmining.org)

Business Process Lifecycle Management Process identification Process modelling (as-is) Process analysis Process improvement (to-be) Process implementation Process execution Process monitoring 2

Process Monitoring and Controlling design Process execution (Re-) implemen- tiation Monitoring & Controlling Analysis Strengths/ weaknesses Process design Imple- mentation Process execution © Michael zur Muehlen

BPM Lifecycle

Types of Process Monitoring Runtime Monitoring (Business Activity Monitoring) Viewing the load of the process Identifying problematic cases Identifying late cases (risk of missing deadlines), etc. Post-mortem Monitoring (aka Business Process Analytics) Performance KPIs: cycle times, resource utilization, error rates, … Identification of bottlenecks See for example: BizAgi BAM: http://wiki.bizagi.com/en/index.php?title=Analysis_Reports_BAM Analytics: http://wiki.bizagi.com/en/index.php?title=Analysis_Reports_Analytics For a long time “monitoring” was only known has measuring the performance of hardware (e.g. response time). Organisational monitoring means the analysis of processes from an IT but also and especially from an organisational viewpoint. With an efficient process monitoring it should be possible to answer immediately to a customer request like “What is the current status of my order?” What is my beginning to end cycle-time, system response-time, or system queue-time for each business process? I want to improve my supply chain’s responsiveness to customer demands by reducing my “Order to Cash” cycle time by 10%. What specific business process areas and users do I need to improve and train to achieve this goal? What are the slowest business process areas? How do today’s averages compare to the last months average? Who are my slowest users for the transaction, “Create sales order”? How do their individual averages compare to our departments benchmark? Is my system secure? Which users executed the payroll process today? Based on these trends, Forrester and Gartner Group are both calling for a new kind of technology management at the process level: e-business process monitoring. The justification for this call is that in e-business environments, automatic interpretation and routing of online information about the status of business process execution will become routine, and messages automatically deriving from inside the company will seamlessly integrate with those from business partners. Established online brands are already starting to integrate external services. Take the example of Sony Corp., which recently announced a new credit card, mileage program, and online bank. For the online Sony customer, the lines separating the different business divisions of Sony and its partnering bank are no longer visible. Thus, IT service management for such complex services has to guarantee the continuity of business processes regardless of the business unit or service partner performing the action. Only better communication and information integration can achieve this goal.

Process Monitoring: Dashboards Process Cycle Time of Order Processing Process Frequency of Order Processing Process Cycle Time of Order Processing split up to different Plants IDS (2003)

Process Mining Tools Disco ProM Apromore Minit

Process Mining

Process Mining

Starting point: Event Logs <B A E F E> <A A D F C D E> <A B D F E> <D D A D F C D E> <F A D E>

Starting point: Event Logs Case ID Task Name Originator Timestamp 1 File Fine Anne 20-07-2004 14:00:00 3 Reminder John 21-08-2004 10:00:00 2 20-07-2004 15:00:00 Process Payment system 22-08-2004 09:05:00 Send Bill 20-07-2004 15:05:00 Close case 22-08-2004 09:06:00 20-07-2004 15:07:00 4 22-08-2004 15:10:00 21-07-2004 10:00:00 Mary 22-08-2004 17:10:00 21-07-2004 14:00:00 29-08-2004 14:01:00 22-07-2004 11:00:00 Close Case 29-08-2004 17:30:00 22-07-2004 11:10:00 21-09-2004 10:00:00 24-07-2004 15:05:00 21-10-2004 10:00:00 24-07-2004 15:06:00 25-10-2004 14:00:00 20-08-2004 10:00:00 25-10-2004 14:01:00

Starting point: Event Logs unified event log (MXML or XES format) event logs, audit trails, databases, message logs, etc.

ProMimport

Event Log: MXML format

Event Log: MXML format The notion of which tasks belong to a same instance is crucial for applying process mining techniques!

Event Log: MXML format Compulsory fields!

Event Log: MXML format

Event Log: XES format

Event Log: XES format

Event Log: XES format

Process Mining

Process Models

Process discovery α algorithm www.processmining.org

Conformance Checking www.processmining.org

Advanced Features: Decision mining

Advanced Features: Social network mining