Phase 1 - Scope Identification
In this phase, we describe the focal company of this case study. We concentrate specifically on its process mining initiatives.
This phase's goal is to ensure the company defines the boundaries of the process mining activities that will be measured using P3M. The statement/questions in bold lines are meant to help the scope identification.
a. Company Name.
Telecom Company (TC).
b. Business Industry.
TC is one of the top telecommunication companies in a large country in Southeast Asia.
c. When did the company start Process Mining?
TC started a process mining project three years ago and succeeded in connecting all the information systems from multiple departments to obtain reliable data about service provisioning.
d. Is any team, personnel, or department in the company responsible for Process Mining?
As mentioned in their mission "to orchestrate a digital ecosystem to deliver superior customer experience," TC created a specific unit responsible for managing Data, Systems, and Innovation (DSI). This unit organizes and oversees the provisioning of every customer-facing service and aims at combining data from different processes to analyze the services and improve them over time.
e. Which business processes in the company already uses process mining?
The process mining project focused on Purchase-to-Pay and Sales-to-Activation. One of the main challenges faced was to manage the amount of data to eliminate execution gaps and inefficiencies. Some of the problems of these processes were:
Duplicate payments to vendors.
Complex approval chain that wastes employees' time.
Inaccurate delivery date accuracy, which often resulted in penalties.
Complaints from customers about product activation that led to new product delivery.
Business decisions are based on subjective experiences, not data.
This project combines the finance, reporting, procurement, and human resource functions to deliver highly digitized data for process mining implementation.
f. What technology is used/will be used for process mining implementation (in-house developed applications or process mining software package)?
TC builds its code to integrate the ongoing system with process mining technology. Their newest innovation was that TC developed an action engine that can trigger concrete action based on the analysis findings of process mining. This action engine gets the data directly from the other applications, displays it on a dashboard, and predicts the following event for all ongoing cases. It also can predict KPI performance and automatically initiate corrective action when things go wrong. Two concrete examples of the action engine use are: (i) alerts in logistics to identify overdue deliveries from the supplier better and (ii) in sales to activation, enabling the prioritization of customers on landline networks.
g. What is the company's level of awareness and readiness regarding management systems and change management?
TC is certified ISO9001:2015, which makes all the documentation manageable and reviewed annually with internal and external audits. The DSI Unit strategies ensure all information is secured and reported regularly. The DSI Unit have a meeting every three months with all departments to gather new progress from previous data analytics projects and try to define added information that can be developed for new process mining use cases.
h. What is the scope chosen for this maturity measurement project?
The objective is to measure the maturity of process mining applied to the Purchase-to-Pay and Sales-to-Activation business processes. This case study will only use Purchase-to-Pay as an example, so the departments involved in these processes case are:
Finance
Procurement
Human Resources
DSI Unit.