What is process mining?

Discovery is often the starting point. In this technique, you build a model from scratch using only the event log data. You don’t start with a hypothesis or a pre-existing model of how the process should work, as the algorithms simply look at the data and produce a model that reflects reality. This can be useful when you want to see what is actually happening without any preconceptions.

Conformance checking is about comparing reality to a standard. Here, you take the real-world data and compare it against a pre-defined "ideal" model or a set of rules. The goal is to find violations. For example, if a purchase order must be approved before an invoice is paid, conformance checking will flag every instance where payment happened first. It helps ensure teams follow the rules.

Enhancement involves using data to improve or extend an existing process model. It is not just about finding errors but about adding value. For instance, you might take an existing process map and overlay timestamp data to see exactly where delays happen. This helps you to repair the model or adjust the process to better fit the reality of the business environment.

Finance departments are often the first adopters of process mining. They can use it to streamline accounts payable and receivable, like using it to help reduce cycle times for invoice processing. It helps in stopping duplicate payments and preventing unapproved vendors, often called "Maverick Buying." By seeing the exact flow of an invoice, finance teams can ensure they take advantage of early payment discounts and avoid late fees.

For companies that deal with physical goods, process mining can help manage supply chain complexities, such as optimizing production lines by identifying which stations cause delays.

In logistics, it helps in visualizing the exact movement of goods through the supply chain, from the warehouse to the customer. This visibility helps managers predict delays, manage inventory handovers more smoothly, and ensure that production schedules match customer demand.

In the healthcare sector, process mining can be used to improve the patient experience. Hospitals may use it to visualize the "Patient Journey" from admission to discharge. By analyzing the time between different stages—like triage, testing, and treatment—administrators can identify bottlenecks that cause long wait times. This can improve triage efficiency and ensures that resources are allocated where they are needed most to improve patient outcomes.

Telecom companies can use process mining to improve customer service and onboarding. The process of activating a new line or setting up internet service involves many steps and departments. Process mining helps identify friction points where customers drop off. It can reveal why activation tickets get stuck or bounce back and forth between technical and support departments, allowing the company to fix the root cause and improve customer satisfaction.