Analysts and Domain Experts are Complements
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Volksbank is a Dutch bank that includes brands such as SNS, ASN Bank, RegioBank, and BLG Wonen. Daan Jabroer is a business improvement consultant at Volksbank. For more than eleven years, Daan has worked on architecting, (re)designing, modeling, and improving the business processes at various banks. The processes are constantly changing and process mining is a great tool to explore the impact of these changes over time. However, for Daan, the real value lies in the collaboration between the process mining analyst and the domain expert. Only together they are able to learn new things and question the status quo.
Analysts and Domain Experts are Complements
- 1. Publiek Classificatie: Getting value out of (process) data takes two! How process mining analysts and Subject-Matter Experts complement each other, an exploration case Daan Jabroer, de Volksbank 31-05-2021 | The Netherlands
- 2. Publiek Classificatie: Something about myself… Daan Jabroer Business improvement consultant at de Volksbank since 2013 Head office located in Utrecht, the Netherlands. Bachelor in Business informatics Master in Organization Studies Lean Six Sigma, Blackbelt Process architecture Data analytics Process Mining Robotics (RPA) Operational Excellence
- 3. Publiek Classificatie: 3 Are you prepared to reach the summit? Insights you gain during this talk: 1) Which kind of research to choose? 2) Why does it take two? 3) Which dialogues do you have during a voyage of exploration? Process mining analyst Subject- Matter Experts (SME) 2 1 4 3 5
- 4. Publiek Classificatie: 4 de Volksbank: “Better for each other” fourth bank in the Netherlands more than 3.34 million private customers high customer satisfaction with four brands 3 main activities in terms of services: mortgages, savings & payments We bank with a human touch by creating value for customers, society, employees and shareholders https://www.devolksbank.nl/
- 5. Publiek Classificatie: 5 When do we use process mining at de Volksbank? • Process optimalisation • Process compliance • Verify change effect
- 6. Publiek Classificatie: Three examples at de Volksbank Lead management New Mortgages Accounts payable
- 7. Publiek Classificatie: 7 Process mining should be one of the tools in every business improvement consultant’s toolbox! What processes do we have? Is the performance as expected? What are improvement opportunities? Is the change incorporated in the daily business? What do we change?
- 8. Publiek Classificatie: 8 Getting value out of your (process) data takes two! How process mining analysts and Subject-Matter Experts (SME’s) complement each other, a case about a voyage of exploration to the summit. SME: “I know this domain like the back of my hand“ Analyst: “Give me the data and I will show you the insights”
- 9. Publiek Classificatie: Confirmation 9 Which kind of research? Exploration Understanding and challenging the status quo Measuring and confirming hypotheses Choose wisely and stick to it!
- 10. Publiek Classificatie: Exploration SME & Analyst Together they interpretate the data and insights in a journey of exploration. Outcome An exploration with statements, observations and insights as outcome. Confirmation SME Defines the ‘world’ to confirm and the hypotheses to test. Analyst Answering the SME’s questions based on the right data. Outcome Goal driven research with facts and conclusions as outcome. 10 The collaboration of the analyst and domain expert is different in confirmation vs. exploration research Collaboration intensity Continuous Limited Case
- 11. Publiek Classificatie: Research question: What can we learn from the process data of 5 years mortgage provisioning of our four brands and its lead time to prevent the causes of non-performance in q1 2020? 1. To what extent are the lead time targets of mortgage provisioning achieved over time? 2. Which key-factors played a possible role in (not) achieving those targets? 11 Exploration case: Lead time non-performance, what can we learn from our data? Our client: Director mortgage provisioning and internal audit. Research motivation: During the first quarter of 2020 the mortgage provisioning lead time was above the stated limit.
- 12. Publiek Classificatie: 12 Our expedition team during this journey of exploration Process mining analyst Subject- Matter Experts (SME) 2 1 4 3 5 SME: “I know this domain like the back of my hand“ Analyst: “Give me the data and I will show you the insights” Camiel Daan Continuous dialogue of insight, explanation and understanding up to the summit
- 13. Publiek Classificatie: 13 The (climbing) gear we used… Mortgage provisioning system Capacity mgmt- / HR system Ms Excel Minitab Disco Reports (internal / external) Interviews Tableau Sources Tooling Path
- 14. Publiek Classificatie: 14 Come on, let’s go! Wait a minute… Process mining analyst “What can we learn from our data?“ “What do you want to know?” Definitions 1 Subject- Matter Experts (SME)
- 15. Publiek Classificatie: 15 What is the right scope? Process mining analyst “From mortgage request received up till final mortgage offer sent“ “What is the start- and end- event?” Subject- Matter Experts (SME)
- 16. Publiek Classificatie: 16 What is the right data? Process mining analyst “Can we use the same data as used for our KPIs in the annual reports?“ “Which query do they use?” Subject- Matter Experts (SME)
- 17. Publiek Classificatie: 17 I want everything, except open cases. Process mining analyst “No, only the ones that are completely processed“ “Do we look at all mortgage requests in this time period?” Subject- Matter Experts (SME)
- 18. Publiek Classificatie: 18 Are we going in the right direction? Process mining analyst “Where does our research period starts and ends?“ “Which products are in scope?” Dimensions 2 Subject- Matter Experts (SME)
- 19. Publiek Classificatie: 19 Let’s look at these filters again… Process mining analyst “To have the right period, complete cases and only new mortgage requests!“ “Why did we use those filters?” Subject- Matter Experts (SME)
- 20. Publiek Classificatie: 20 Let’s look at these filters again… and again… Process mining analyst “Of course, but which cases do we take into account?” “Can we have a separated look per year?“ Subject- Matter Experts (SME)
- 21. Publiek Classificatie: 21 Do you assume, what I assume, what they assume? 3 Correlation & causality Process mining analyst “I assume inflow quality effects our efficiency “ “What do you expect along the way?” Subject- Matter Experts (SME)
- 22. Publiek Classificatie: 22 Do you still assume, what I assume? Proces stability Policy changes Proces changes IT changes # inflow processing capacity FTE Quality Sales campagnes Interest rate changes Market developments % non-FTR Inlfow Quality % STP processed % rework Lead time Process efficiency - Customer satisfaction - CES
- 23. Publiek Classificatie: 23 Let’s look at the data… Process mining analyst “Let’s have a look at the data and see what we encounter!” “I would be surprised if the data says something different“ Subject- Matter Experts (SME)
- 24. Publiek Classificatie: 24 Are we enjoying the view or are we going straight to the top? Process mining analyst “Do we need to differentiate or converge?“ “Is it a primary variable or secondary?” Primary & secondary 4 Subject- Matter Experts (SME)
- 25. Publiek Classificatie: 25 Is it important or is it secondary? Process mining analyst “The brands follow pretty much the same pattern. Maybe seasonal influences are important?” “The brands are not equal but do they differ in performance?“ Subject- Matter Experts (SME)
- 26. Publiek Classificatie: Summit 26 Are we there yet? Process mining analyst “I think we have enough insights for our client.“ “Did we arrive at our destination?” 5 Subject- Matter Experts (SME)
- 27. Publiek Classificatie: 27 Have we learned enough for now? Process mining analyst “…three moments in time with significant dis- and outperformance in lead time!” “We should explore this in depth with our client“ Subject- Matter Experts (SME)
- 28. Publiek Classificatie: 28 Now I know the path to the summit, could I climb it on my own the next time? Definitions Dimensions 5 Correlation & causality Primary & secondary Summit 1 2 3 4 Thanks for your attention and keep pursuing the adventure of exploration!