An organisation should be looking for ways to continually add value.At it's core Customer Experience Management understands what is of value for a customer, and how we create/deliver value, that will lead to actions that result in a good customer experience.
This article provides a brief introduction to the data-driven, process-discovery technique called process mining. It compares traditional process modeling based on interviews and workshops with process mining. The authors also seek feedback to help understand the current perceptions of process mining. What is process mining? For any process-improvement project, understanding the current state, usually via as-is process models, is important. Stakeholders are interviewed, existing documents are reviewed, and a process model is created using a modeling tool. Such process models are mostly based on stakeholder perceptions of the process. This can be a good approach, possibly the only approach, for processes that are mostly manual. However, with increasing IT system involvement in process execution, there is a wealth of information recorded in various system or event logs. These traces present the facts—that is, evidence of real events that have happened or, in other words, the real as-is. Process mining creates a process model from the data in the traces or event logs, and this represents the current-state operation that is based, not on perceptions, but on hard evidence of what actually has happened.
Senior Consultant Indrajit Chaudhuri has created this EPC diagram that explains the magnificent game of Test Cricket to beginners who carry a certain fascination for a process approach.