Rabobank Nederland Process mining At Rabobank Frank van Geffen

Rabobank Nederland Outline Introduction 2

Rabobank Nederland Outline Introduction My experience with process mining at Rabobank 3

Rabobank Nederland Outline Introduction My experience with process mining at Rabobank Paradigm shift of working with process mining 4

Rabobank Nederland Outline Introduction My experience with process mining at Rabobank Paradigm shift of working with process mining Lessons learned and pittfalls 5

Rabobank Nederland 6 Frank van Geffen

Rabobank Nederland Example lay-outTwo columns containing text Do not use the orange title! Headings, sub-headings, text and bullet points These buttons (located under ‘Start’ in the top bar) allow you to edit headings, sub-headings, text and bullet points: International financial services provider founded on co-operative principles Retail banking, wholesale banking, asset management, leasing, real estate and insurance 10 million customers worldwide Active in 47 countries 761 foreign places of business 59,670 FTE Co-operative core business 139 independent Local Member Rabobanks 7.6 million customers 1.9 million members 872 branch offices 27,272 FTE Rabobank has been awarded the highest credit rating for private banks by S&P, Moody’s and DBRS Profile of Rabobank Group

Rabobank Nederland Example lay-outColumn containing text Headings, sub-headings, text and bullet points These buttons (located under ‘Start’ in the top bar) allow you to edit headings, sub-headings, text and bullet points: Putting the interests of our customers and members first Providing the best possible financial services for customers Offering continuity in our services in the customer’s long-term interest Ensuring the bank’s involvement with the client and his or her environment Rabobank Group Core Values Respect Integrity Professionalism Sustainability Rabobank Brand Values Involved Nearby Leading Our values

Rabobank Nederland Example lay-outText including images Headings, sub-headings, text and bullet points These buttons (located under ‘Start’ in the top bar) allow you to edit headings, sub-headings, text and bullet points: Responsible banking in the environmental, social and governance fields To be the largest, best and most innovative financial services provider in the Netherlands To be the best food & agri bank internationally with a strong presence in the world’s main food & agri countries Our mission

Rabobank Nederland Example lay-outColumn containing text Headings, sub-headings, text and bullet points These buttons (located under ‘Start’ in the top bar) allow you to edit headings, sub-headings, text and bullet points: 10 million customers 1.8 million members 141 Local Member Rabobanks with 892 branch offices Support Local Member Rabobanks Rabobank International Support Services Rabobank Group Asset Management Robeco Schretlen & Co Leasing De Lage Landen Athlon Carlease Freo Real Estate Rabo Real Estate Group Bouwfonds Property Development MAB Development FGH Bank Bouwfonds REIM Public Fund Management Netherlands Insurance Achmea (31%) Interpolis Partner Banks Banco Terra (31%) Banco Regional (40%) BPR (35%) NMB (35%) Zanaco (46%) URCB (9%) Banco Sicredi (25%) International retail ACC Bank Bank BGZ (59%) Corporate Rembrandt Mergers & Acquisitions Mortgages Obvion (70%) Subsidiaries and equity investments Rabobank Nederland Organigram

Rabobank Nederland Group ICT Management & Operations Customer Contact Application Development & Maintenance ICT Policy & Architecture Customer

Rabobank Nederland Voorbeeld lay-outHoofdstuktitel Application Development & Maintenance ADM (ca FTE ) Betalen & Sparen DistributieFinancierenOrganisatieVermogenInfrastructuurBedrijvenPDS Douwe van der Meer Portfolio Programmamanagers Projectmanagers Afdelingshoofden Medewerkers Portfolio office Opbouw portfolio PDS (ca. 250 FTE) Douwe van der Meer Vendor Management Program Office Services Change Office

Rabobank Nederland Outline Introduction My experience with process mining at Rabobank 13

Rabobank Nederland Voorbeeld lay-outHoofdstuktitel My process mining experience at Rabobank AwareAware/Interested InterestedEvaluating Adopting

Rabobank Nederland Outline Introduction My experience with process mining at Rabobank Paradigm shift of working with process mining 15

Process mining is a paradigm shift, that changes decision-making and organizational change processes 16 Rabobank’s vision op process mining Facts (objective), decisions are not based on assumptions or subjective analysis

Process mining is a paradigm shift, that changes decision-making and organizational change processes 17 Rabobank’s vision op process mining Facts (objective), decisions are not based on assumptions or subjective analysis Full (complete), decisions are not based on samples or assumptions

Process mining is a paradigm shift, that changes decision-making and organizational change processes 18 Rabobank’s vision op process mining Facts (objective), decisions are not based on assumptions or subjective analysis Full (complete), decisions are not based on samples or assumptions For real (true comparison), comparisons between departments are not based on debatable industry benchmarks

Process mining is a paradigm shift, that changes decision-making and organizational change processes 19 Rabobank’s vision op process mining Facts (objective), decisions are not based on assumptions or subjective analysis Full (complete), decisions are not based on samples or assumptions For real (true comparison), comparisons between departments are not based on debatable industry benchmarks Fast (digital data), decisions are not based on interviews, but digital transaction data

Process Analysis Process mining provides faster and cheaper process intelligence to initiate changes 20 Rabobank’s visie op process mining Preps (Data Mining) Process Analysis Traditional (process) analysis has long lead time and is labor intensive Process mining takes a lot of time initially to get data. Overall faster and cheaper. Preps

Outline Introduction My experience with process mining at Rabobank Paradigm shift of working with process mining Lessons learned and pittfalls 21

Rabobank Nederland Lessons Learned Process mining delivers what you expect −Quick insight into current proces −Quick insight into bottlenecks −Quick insight into conformance issues 22

Rabobank Nederland Lessons Learned Process mining delivers what you expect −Quick insight into current proces −Quick insight into bottlenecks −Quick insight into conformance issues Further cause analysis, guided by process mining functionality, leads to concrete solutions 23

Rabobank Nederland Lessons Learned Process mining delivers what you expect −Quick insight into current proces −Quick insight into bottlenecks −Quick insight into conformance issues Further cause analysis, guided by process mining functionality, leads to concrete solutions Weakest link is data collection, preparation and interpretation 24

Rabobank Nederland Lessons Learned Process mining delivers what you expect −Quick insight into current proces −Quick insight into bottlenecks −Quick insight into conformance issues Further cause analysis, guided by process mining functionality, leads to concrete solutions Weakest link is data collection, preparation and interpretation Analysis is performed effective and efficiently through using a professional tool and tool expert 25

Rabobank Nederland Lessons Learned Process mining delivers what you expect −Quick insight into current proces −Quick insight into bottlenecks −Quick insight into conformance issues Further cause analysis, guided by process mining functionality, leads to concrete solutions Weakest link is data collection, preparation and interpretation Analysis is performed effective and efficiently through using a professional tool and tool expert Keep on digging and you will eventually reach a “usable” data- source (and sometimes not) 26

Rabobank Nederland Pitfalls "Garbage in" is "garbage out" (design, registration behavior, and (business) interpretation of data in information systems) 27

Rabobank Nederland Pitfalls "Garbage in" is "garbage out" (design, registration behavior, and (business) interpretation of data in information systems) Degree of (process) logging of data in today's information systems (process aware systems / lack of logging due to performance or storage issues) 28

Rabobank Nederland Pitfalls "Garbage in" is "garbage out" (design, registration behavior, and (business) interpretation of data in information systems) Degree of (process) logging of data in today's information systems (process aware systems / lack of logging due to performance or storage issues) (Event) logs are often confidential (e.g. customer / employee data, privacy laws) 29

Rabobank Nederland Pitfalls "Garbage in" is "garbage out" (design, registration behavior, and (business) interpretation of data in information systems) Degree of (process) logging of data in today's information systems (process aware systems / lack of logging due to performance or storage issues) (Event) logs are often confidential (e.g. customer / employee data, privacy laws) Distribution of data across different systems and the lack of data in data warehouses (difficult / impossible to find a suitable case-id, which links data across multiple systems) 30

Rabobank Nederland Pitfalls "Garbage in" is "garbage out" (design, registration behavior, and (business) interpretation of data in information systems) Degree of (process) logging of data in today's information systems (process aware systems / lack of logging due to performance or storage issues) (Event) logs are often confidential (e.g. customer / employee data, privacy laws) Distribution of data across different systems and the lack of data in data warehouses (difficult / impossible to find a suitable case-id, which links data across multiple systems) No objective facts on manual intervention in business processes (e.g. consultation with clients) 31

Rabobank Nederland Pitfalls "Garbage in" is "garbage out" (design, registration behavior, and (business) interpretation of data in information systems) Degree of (process) logging of data in today's information systems (process aware systems / lack of logging due to performance or storage issues) (Event) logs are often confidential (e.g. customer / employee data, privacy laws) Distribution of data across different systems and the lack of data in data warehouses (difficult / impossible to find a suitable case-id, which links data across multiple systems) No objective facts on manual intervention in business processes (e.g. consultation with clients) Large databases like SAP, Oracle Siebel (customized configuration, which tables contain which data?) 32

Rabobank Nederland Pitfalls "Garbage in" is "garbage out" (design, registration behavior, and (business) interpretation of data in information systems) Degree of (process) logging of data in today's information systems (process aware systems / lack of logging due to performance or storage issues) (Event) logs are often confidential (e.g. customer / employee data, privacy laws) Distribution of data across different systems and the lack of data in data warehouses (difficult / impossible to find a suitable case-id, which links data across multiple systems) No objective facts on manual intervention in business processes (e.g. consultation with clients) Large databases like SAP, Oracle Siebel (customized configuration, which tables contain which data?) (Internal) cost allocation for transport of data (transporting data from A to B costs money) 33

Rabobank Nederland Questions? 34