Unlock Enterprise-Wide Process Transparency with Process Mining
We are only as strong as our weakest link. It’s a saying that rings true for operational excellence. One broken link (process step) ultimately means a broken chain (process), which makes a bicycle inoperable (organization). Understanding operational weaknesses and threats are equally as important as understanding strengths and opportunities. Process transparency is key. Organizations need to not only be their biggest spokesperson and cheerleader, but also their own best critic.
The best way to foster an ongoing and up-to-date understanding of how an organization is doing is to unlock the enterprise-wide process transparency. Process transparency can be achieved through process mining. Having a single source of truth about the daily operations of an enterprise is crucial to good decision making. Furthermore, in a market where customer satisfaction drives market share, process transparency and the ability to act on data *now*, not next quarter, is vital to survival.
Here are 7 ways in which an organization benefits from process transparency through process mining.
1. A single source of truth
In life, there is no single source of truth. Perspective, learned behavior and past experiences shape one’s version of reality. In business, however, there is a single version of the truth — a truth which reveals itself in time-stamped, verifiable data logs courtesy of IT systems. The technical concept of a single version of the truth (SVOT) describes the ideal structural situation of having a single centralized database which provides a non-duplicated, uniform view of an organization’s data. Unfortunately, this perfect state of operational data is just that, ideal. In reality, data is scattered, messy, uncategorized and may appear to reveal multiple versions of reality.
Luckily, process mining technology thrives on unstructured data and churns out a single source of truth upon which decision-makers are able to act. Process mining turns chaos into coherence and a rumor into a reliable account. Empowering teams (not just managers) with a single source of truth, enables them to see the larger picture before taking action.
2. Designate process ownership
When processes are unstructured, they’re hard to own. One team gives input, another team works with output, perhaps even a robot jumps in to deliver RPA. When the processes fall apart, needs to be modified, or simply needs to be better understood, ownership and accountability become vague. Process transparency helps raise red flags on these rogue processes and identify which processes are out there living a life of their own. Process owners can keep account of process waste, process monitoring and be the main point of contact for changes and output.
Designate process owners for each process. If this seems overburdening, question the benefit of the process itself and understand its necessity to organizational goals.
3. Improve collaboration
Organizational silos are damaging. Duplicate efforts, miscommunication and missed opportunities are among the few results of information silos. Process transparency enables teams to improve the cooperation and be aware of organizational processes regardless of association to their own work. Whether one works directly or indirectly with a given process, teams benefit from shared knowledge. With little effort, process transparency lays the groundwork for operational synergy. Awareness of other organizational processes may improve seemingly disassociated functions.
Collaboration builds deeper connections between employees and develops interdependence (thus trust) across departments. Breaking down information and communication silos is a step towards operational excellence.
4. Standardize output
Process transparency promotes apples to be compared to apples, as opposed to trees, tangerines or some other output that doesn’t match. Managers who are accountable for high-level decisions benefit from standardized output because it paints a clear picture from the top. One need not know the details of the inputs if the outputs are of the same kin. Similar to designating process ownership, process transparency raises red flags on processes which have unstandardized outputs and highlights areas in need of change.
Define an output unit or structure to be used enterprise-wide. Use process mining to reach this standardized output goal.
5. Deliver better customer experiences
Experiences speak louder than products. Customers make decisions based on experiences and connections to companies. A big step towards providing better customer experiences is through knowing how a customer actually experiences your product or service. This information is in the data, but first, it needs to be mined. Through improved collaboration and a single source of truth, process transparency supports an organization in creating more meaningful, timely and memorable customer experiences.
Deliver better customer experiences through process transparency. When employees are in the know, customers can be in the know too.
6. Reduce operating costs
Operating costs may be reduced by up to 30% with process transparency. Eliminate redundancy, operational waste, and frustrating miscommunication by making processes visible to all. Transparency will deliver operational savings through the nomination of RPA, necessary process restructuring and waste management.
7. Achieve higher employee commitment
Employees who feel empowered to do their job and feel they are provided with adequate support are more committed to success. Achieve higher employee commitment, engagement, and satisfaction by empowering teams with information. Process transparency gives employees accountability through visibility. This applies to both the good and the bad. Wins will be praised and fails will be learned from.
Transparency allows people to better understand their place within the context of a multifaceted organization, resulting in higher involvement and satisfaction.
Process mining is the path towards process transparency. Let data support operational excellence rather than bog it down. Find out how process mining technology from Minit can help your organization get started.
Michal Rosik Chief Product Officer & Product Visionary at Minit
05. 03. 2019