Process mining lets you ‘see’ what’s actually happening across operations


2 min read

Technology has enabled a world where it is increasingly difficult to see how work actually happens inside a company. While individual components—such as online form submission vs. paper applications—are optimized, end-to-end work is scattered across a disconnected network of formal and informal electronic systems and humans. In addition, critical work channels such as e-mail, chat and phone conversations are often not captured by formal workflow management systems.

This disconnected network of digital data creates significant challenges for the day-to-day management of operations. Reporting modules, dashboards and other management tools are only as effective as the completeness of the data going into them, which is typically missing most of the true operational footprint. It is easy to detect signs that something is going wrong, like not enough applications processed, but it is very hard to gather fact-based evidence of why that is occurring. Without a clear root cause, fixing the symptom is left to tribal knowledge and to guess-and-check exercises.

Not proactively using that available digital footprint also represents a significant risk to the business. While the digital records in their native forms are not easily mined, they serve as evidence of a company’s actions, or lack thereof, and can be used as evidence in any corrective action related to the underlying processes. The growing field of process mining can transform this archive of potential liability into a powerful tool for data-driven decision making across the business.

CKM Analytix is an industry pioneer in the field of process mining for using fragmented digital footprints to identify opportunities to operate more efficiently and effectively, provide better client service while also identifying and mitigating risks. Process mining collects digital signals of work from all systems touched during a process—including both formal workflow systems and informal channels like chat and e-mail (see diagram below). Those signals are integrated into a complete end-to-end digital footprint of activities, which can then be reconstructed to visualize and analyze how work actually happens across the organization.

Using its industry leading approaches and algorithms, CKM can quickly transform a seemingly messy disconnected set of digital data into powerful insights that transform the performance of complex operations. CKM is developing and implementing software solutions that monitor processes end-to-end and in real time.

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