Search
Close this search box.

Visualise Problems
Optimise Solutions

Process Intelligence

Process Intelligence is a data-driven approach to analyse and improve business processes. Leveraging Process Mining as a powerful diagnostic tool we can provide an x-ray view of business processes.

Process mining enables organisations to prioritise what needs improvement and where to focus resources to gain the most value.

An X-ray of your business process...

It’s very common that end to end processes are supported by technology in today’s organisations. This includes: Sales, Banking, Operations, Human Resources, Procurement, Customer Service, etc. 

It is also common that organisations need to adapt these processes quickly to a constant changing environment. As a result, there is a growth in the complexity of the IT landscape due to customisation, legacy systems, in-house developed applications and new added technologies. 

The friction added by this complexity makes difficult to align different processes within the organisation, and therefore the identification of inefficiencies. 

To align processes with the organisation business outcomes, it’s crucial to identify these inefficiencies, understand their root cause, take actions and monitor these actions’ effectiveness. Unfortunately, finding these process inefficiencies is not easy.

As X-rays are a powerful diagnostic tool in modern medicine used for quick examination, Process Mining provides an x-ray view of your business process insights. 

With an objective manner, with low effort, in a short period of time, and with high accuracy, Process Mining allows organisations to quickly prioritise what to improve and where to focus its resources and effort to gain the biggest value.

What is Process Mining?

Process Mining is a discipline that sits between Data Mining and Business Process Management. 

By using data extracted from today’s information systems (digital footprints), Process Mining can discover, improve and monitor real processes. Based on this knowledge Process Mining is capable to generate fact-based insights, identify inefficiencies and therefore guide the way for better processes within the organisation.

Benefits of Process Mining in your organisation

We believe that implementing Process Mining in your organisation can help it with:

    • Assisting with a quick insight generation of your “as-is” process with high accuracy. This step is essential to start improvement plans. In a traditional way, it can take several weeks or months with low level of accuracy.
    • Identifying and understanding the root causes of bottlenecks and inefficiencies with greater accuracy. Data within the process context can be visualised and analysed, providing high confidence to make the improvements required.
    • Increasing the process transparency revealing process deviations, violations and compliant issues in your process.
    • Highlighting the best candidates for process automation. It will provide detailed insights of what processes are ready to be automated or what processes can be streamlined.
    • Improving resolution times and cost savings resulting on better customer experience and employee satisfaction.
    • Operating your business more proactively and making data-driven decisions. This will make your organisation more competitive.
    • Allowing you to monitor KPIs and measure the effectiveness of the actions taken for improvement.

Adding value ...

With the expertise of My Cloudland leveraging the power and technology of process mining, we can add value to any company, any industry and any process:

Process mining can help to identify the root causes for the process friction with the greatest impact on your working capital, take actions and monitor its results.

– Improve cash recover.

– Improve invoice discounts.

By providing a data-based view of the throughput time between activities and the number of process variations, performance improvement opportunities can be easily identified, and strategies can be put in place.

– Shortened throughput time.

– Improve lead times.

Identify unexpected re-work, non-value-add-tasks, bottlenecks, resources involved, duration of each stage in the process, and duration between activities can be easily identified to eliminate unnecessary costs.

– Reducing double handling of tasks.

– Identifying and removing bottlenecks.

Providing process insights of the manual intervention, Process Mining can help to identify the most suitable processes for automation based on real facts.

– Once processes are identified, programmers can build RPA (Robotic Process Automation) bots to automate them.

Process Mining can highlight the customer interactions along the process, providing visibility of the customer journey variations across different channels, regions, and countries. 


– Improve delivery times and KPI’s.

– Standardise customer processes across regions a business operates.

Process Mining can help organisations to identify and take action on efficient ways of delivering products. 


– Cutting down on produce ending up in landfill.

– Minimising carbon emissions through shipping goods efficiently.

Use Cases - Most common uses for Process Mining

Improve order-to-fulfilment time, Reduce number of un-invoiced orders and returns

The Order to Cash (O2C) is a business process that covers the receiving and processing of customer orders for goods and services until their payment. O2C is critical for your business as it impacts revenue, customer relationships, customer retention rates, and overall growth.

An ideal O2C process includes…

Six key steps:

  1. Receive and process customer order
  2. Manage customer payment
  3. Fulfil order
  4. Ship order to customer
  5. Create invoice
  6. Collect payment.

 

However, deviations from the ideal process happen…
When O2C process involves high volume of transactions, humans interaction and external factors that may cause different variations or deviations of the process.

For instance, last minute changes on customer orders, wrong order information due to manual order taking (Via email, phone or fax), outdated master data, and high volume or manual entries can easily have a negative impact on the “ideal” process flow.

Impacting your organisation
If a bottleneck occurs in one of the steps of O2C, operations can be negatively impacted or disrupted. A delay in invoicing or payment collection can delay any other business processes that require spending profit such as payroll.

Organisations may face financial problems, poor customer experience and/or reputation issues. The bigger the inefficiencies in the process, the bigger the risk of potential losses.

We can help you optimising the O2C process by:

  • Identifying the root cause for un-invoiced orders and returns and re-work, and providing a solution to reduce them to zero
  • Identifying the root cause for late payments and providing a solution to avoid penalties
  • Reducing the order-to-fulfilment time for your customers
  • Reducing the time required to fulfil an order after receiving and processing
  • Stream-lining the process to improve the customer experience by identifying where the process can be automated
  • Detecting where the process is non-compliant and providing a solution to avoid compliance issues
  • Finding where additional training is required to reduce human errors

Improve your approval process performance and Optimise your ROI while reducing costs

The Purchase/Procure to Pay (P2P) is a business process that covers from creating a purchase requisition for goods or services needed to do business until invoice payment. P2P is crucial to the financial health by reducing overall inventory costs, freeing up cash, making informed financial decisions, and especially if your organisation is building value while reducing costs.

An ideal P2P process includes…

The following six key steps:

  1. Create a purchase requisition
  2. Create purchase order
  3. Send purchase order
  4. Receipt of goods or services
  5. Approve invoice
  6. Invoice payment

However, deviations from the ideal process happen…

When P2P process involves high volume and highly complex (with different approvals, procedures requests and suppliers) transactions, humans interaction (creation and approvals), and external third parties that may cause different variations or deviations of the process.

For instance, if there are purchases above a certain value threshold without placing a purchase requisition, or there are maverick buyers that are not using preferred vendors, the goods or services probably won’t meet the criteria established by the Procurement department such as vendors’ price, timeliness, quality, or customer support. This will have a negative impact on the process.

Impacting your organisation

When maverick buying happens, it creates unauthorised expenditures, deviates the normal process flow and a waste of resources. When organisational policies only focused on purchases above a certain value, it may be perceived as anything under that threshold doesn’t need to follow approval process. When P2P process is manual, it is subject to human errors causing delay on payments due to disputes and lack of visibility into the status of invoices. All these deviations can do some serious damage to your working capital and cash flow.

We can help you optimising the O2C process by:

  • Providing visibility of the end-to-end process to have better communication with the vendors
  • Identifying the root cause for maverick buying, and providing a solution to improve it
  • Identifying the root cause for four-eye principle and propose a solution to increase fraud detection
  • Reducing purchase order processing time
  • Providing visibility of exceptions allowing quick comprehensive management
  • Stream-lining the process to improve the customer experience by identifying automation opportunities
  • Detecting where the process is non-compliant and providing a solution to avoid compliance issues
  • Finding where additional training is required to reduce human error

Improve your approval process performance and Optimise your ROI while reducing costs
The IT Service Management (ITSM) is a group of business processes to manage the IT services, such as: laptops, storage, applications, printers, password resets, network access and permissions, etc., provided to your customers or end users. ITSM provides higher IT service availability for higher business productivity, reduces the impacts of incidents on the business, increase value and cost efficiency, increases business flexibility and agility, improve service quality and therefore customer satisfaction, and reduce risk.

One of the most common ITSM processes is Incident Management. An ideal Incident Management process includes…

Seven key steps:

  1. Incident identification
  2. Incident recording
  3. Incident classification
  4. Incident prioritisation
  5. Incident diagnosis
  6. Incident resolution
  7. Incident closure
 

However, deviations from the ideal process happen…
When Incident Management process involves high volume of incidents reported to the Service Desk or Help Desk by anyone in the organisation, there are different types of incidents and business impacts, causing different variations or deviations of the process.

For instance, if an urgent incident is incorrectly classified and prioritised, it won’t be received by the right team and it won’t be escalated as a major incident. Major Incidents represent significant disruptions to the business and therefore are always high priority requiring immediate response. Lack of training or knowledge will have a negative impact on the process.

Impacting your organisation
Bad classification and prioritisation of the incidents causes huge delays on the incident resolution time and service restoration, impacting the business productivity, reputation and breaching of SLA’s.

We can help you optimising the ITSM processes by:

  • Providing visibility of the incident classification and prioritisation, and its effect on the productivity
  • Improving efficiency by reducing the “ping-pong” incidents between the different IT teams
  • Identifying the attributes of the incidents most likely to miss SLA targets
  • Identifying the root cause for re-opening incidents
  • Providing visibility of the escalation rules and how they are applied
  • Providing visibility of the exceptions to manage them better and faster
  • Stream-lining the process to improve the customer experience by identifying automation opportunities
  • Detecting where the process is breaching the SLAs and providing a solution to avoid compliance issues
  • Finding where additional training is required to reduce human error
  • Identify possible “self-service” opportunities that help customers or end users to resolve their issues without creating an incident

What makes our solutions different?

We help organisations reduce costly mistakes and gaps with your current compliance efforts by:

  • Providing a quick visualisation and analysis of your end-to-end process
  • Making hidden inefficiencies, bottlenecks and deviations visible at a glance
  • Providing fact-based reference point for rational discussions
  • Assisting on the process optimisation or redesign
  • Assessing process readiness for Robotic Process Automation (RPA) and Digital Transformation
  • Providing the right requirements and right tasks for RPA and Digital Transformation
  • Accelerating improvement initiatives by quickly showing “How Processes are being executed”
  • Increasing assurance in audits by using full population (100% of the data)

 

Our Service Offering

Our Quick Discovery is a high value solution that provides:

  • Visualisation and analysis of your customer journey
  • Visibility of hidden inefficiencies at a glance
  • A fact-based reference point for rational discussions
  • An acceleration on your improvement initiatives by quickly showing “How processes are being executed”
  • An increase in the audits assurance by using full population (100% of the data)

This quick program provides high value and insight for your organisation without an extensive time commitment.

However, knowing what’s wrong isn’t enough. It is also crucial that someone has the capability and time to implement the plans that a Quick Discovery uncovers.

That’s where we can help. Our leadership and expertise can help you to reduce backlog of issues in no time. With our Quick Discovery solution, we can help you successfully fix business issues with your processes in a proactive manner.

Our In-Depth Analysis solution can assist your business achieving maximum Return of Investment (ROI) in your innovation projects particularly Robotic Process Automation (RPA) and Digital Transformation.

Robotic Process Automation (RPA)

Despite the great intention of RPA, a recent study conducted by Ernst & Young shows that 30% to 50% of initial RPA projects fail. A good way to improve the RPA outcomes is to discover, analyse, optimise, and prioritise processes before automating them. We can help you to reduce costly mistakes and increase the effectiveness of your RPA implementation projects by:

  • Providing a quick visualisation and analysis of your end-to-end process
  • Making hidden inefficiencies, bottlenecks and deviations visible at a glance
  • Assisting on the process optimisation or redesign prior RPA implementation
  • Assessing process readiness for RPA
  • Providing the right requirements and right tasks for the RPA implementation

Digital Transformation

In one recent study, no less than 45% of executives admit they had no idea where to even start when developing their transformation strategy. A good way to improve the digital transformation outcomes, is to assess how efficient (or not) the core business processes are. We help you reduce costly mistakes and increase the effectiveness of your digital transformation implementation projects by:

  • Providing a quick visualisation and analysis of your end-to-end process
  • Making hidden inefficiencies, bottlenecks and deviations visible at a glance
  • Providing fact-based reference point for rational discussions
  • Accelerating improvement initiatives by quickly showing “How processes are being executed”
  • Assisting on the process optimisation or redesign prior digital transformation implementation
  • Providing the right requirements and right tasks for digital transformation

However, knowing what’s wrong isn’t enough. It is also crucial that someone has the capability and time to implement the plans that a In-Depth Analysis uncovers.

That’s where we can help. Our leadership and expertise can help you to reduce backlog of issues in no time. We can help you to drive the success of your innovation projects.

Why is compliance important?

Every organisation has internal and industry-specific regulations. If these regulations are not met, monetary, contractual, and/or legal penalties can be applied. Especially if your organisation belongs to a very strongly legally regulated industry.

How does an organisation ensure compliance?

An organisation ensures compliance by regularly checking and analysing processes and its execution, companies ensure these are compliant with their business rules.

Our Process Audit-as-a-Service is a high value solution that can help you to reduce costly mistakes and ensure your process are compliant by:

  • Detecting and improving compliance issues in any processes mitigating business risk
  • Discovering and monitoring the Four Eyes Principle
  • Presenting Service Level Agreements (SLA) and SLA violations at a glance
  • Reducing auditing cost with faster and more accurate analyses
  • Identifying Segregation of Duties (SoD) conflicts

Additionally, it brings peace of mind to you, ensuring the organisation’s business processes are compliant by proactively:

  • Monitoring business process actual vs. expected execution
  • Executing performance analysis
  • Ensuring there is a repeatable processes within your organisation
  • Monitoring and proactively reporting on unexpected process outcomes
  • Providing a specific plan to fix the issues on time

Process Audit-as-a-Service is an important tool to keep your process compliant, avoiding the organisation get monetary, contractual, and/or legal penalties.

With the right people and powerful technology, you will quickly find out whether your process is compliant. You will be able to focus on your core business without the stress of breaking business rules or massive legal penalties hanging over your head.

When in need of an expert to consult to ensure your process enhancement, redesign or automation are in the right path, this service helps to keep your business running smoothly and expand your perceived business process expertise.

We also understand that hiring a full-time Business Process Expert isn’t always feasible or the right decision for your business. Using our Expert-as-a-Service, provides you the right and flexible solution for your business needs.

Ready to learn more about our Process Intelligence?

Explore our other services: