The 3 steps for customer-oriented processes with LANA Process Mining
One year after its platform launch in 1995, the online retailer Amazon has achieved more than 15 million US dollars in book sales. The service company Uber became a multi-billion dollar start-up within two years after its founding. The online delivery platform Delivery Hero serves 13 million orders per month eight years after its founding. How did these companies do it? Why don’t customers buy their books in stores, use a similarly expensive taxi or go out for a cheaper meal? It can’t be the products themselves – other providers offer the same or similar services.
However, the success factor is not the product, but the process. Whether it is simple payment, practical ordering or convenient delivery – from the customer’s perspective, the process delivers a particular benefit. But how do you design such a success-critical process? Especially if the process cannot be redesigned, but only has limited opportunities for change?
In this article, we look at how LANA Process Mining can help you identify your own process success factors and make your processes more customer-oriented.
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1. Record and evaluate the actual process
Before you start implementing potential improvement measures, first get an overview of the current process in the most accurate and efficient way possible. Use the data that has already been generated: The process data of the IT systems involved. With LANA Process Mining, you can visualize this data in a clear, cross-system process model. As a result, you gain insight into the entire, real-life process. This enables you to see directly where and to what extent there is potential for optimization. Find out, for example, whether the service was executed on time or whether certain process variants led to inadequate performance or poor product quality.
With the help of LANA’s own machine learning algorithm, you can also uncover the underlying causes of process-related weaknesses. The data-based visualization helps you to evaluate your current process performance and determine the potential for customer orientation.
2. Create a target process model from a requirements profile
Consider the minimum standard that the process must meet. This includes the necessary process activities for service delivery, compliance requirements or time benchmarks. This standard is often met by the main variants presented in LANA. These are variants that are most frequently implemented and serve as the basis for your target process model. If these variants are unwanted, you can modify the model in LANA accordingly.
You then identify any customer-related performance indicators that affect customer satisfaction. In addition to success factors, you can also uncover the most successful process executions. These are, for example, process variants that have been implemented particularly efficiently, have provided excellent customer service, or have produced a high-quality product. LANA’s AI-based root cause analysis provides you with additional specific information on the core causes and circumstances. The root cause analysis is also suitable for the prevention of risks and unwanted process developments. The findings of the analysis can be integrated into your target model, which then represents the optimized and standardized form of your actual process.
3. Optimize the process implementation
The optimal process exists now in theory – but how do you best implement it? Although the right approach depends on the context, there are some aspects that need to be considered.
Determine the automation potential of your process, for example with the help of dashboards in LANA. If there is a high potential in certain sections, it is worth considering technologies such as RPA.
Incremental vs. major changes
In the case of time-sensitive activities, larger changes usually make more sense. These are, for example, activities that do not comply with the minimum, compliance-oriented standard or that strongly impair process performance. Incremental changes, on the other hand, can be more suitable if extensive personnel training is required, few resources are available or the added value of the entire change is still unclear. In such a case AB-Testing with the new and old or two new variants respectively can be helpful.
Continuous improvement process
Monitor the progress of your process performance and check the effectiveness of the implemented measures with LANA Process Mining. This enables you to continuously improve the process and anticipate risks at an early stage.
LANA Process Mining not only helps you to implement the process better but also makes it more customer-oriented. While the elimination of weak points is an important aspect, the development of strength is at least as important for a successful orientation towards the customer. LANA helps you to uncover and expand the critical value for your customers. Thus you find the USPs of your process – whether it is speed, practicability or service – and implement them excellently.