End to End Process Analysis - Cox Communications
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Cox Communications is an American company that provides digital cable television, telecommunications, and home automation services in the United States. Gary Bonneau is a senior manager for product operations at Cox Business (the business side of Cox Communications). Gary has been working in the telecommunications industry for over two decades and — after following the topic for many years — is a bit of a process mining veteran as well. Now, he is putting process mining to use to visualize his own fulfillment processes. The business life cycles are very complex and multiple data sources need to be connected to get the full picture. At camp, Gary shared the dos and don'ts and take-aways of his experience.
End to End Process Analysis - Cox Communications
- 1. 1 Process Mining Gary Bonneau Senior Manager Product Cox Communications
- 2. 3 Business Perspective Learn Buy Get Use Pay Support Through what lens do we view the End to End Experience for a Customer? Service Work Order IVR Supply Chain Ticketing System Workflow System Supply Chain, Customer Notified
- 3. 4 End to End view of Customer Journey Where to begin.. What can we use for a Case ID Supply Chain Key = Work Order Number Workflow System Key = Project ID IVR Key = Customer Key Service Work Order Key = Work Order Number Key= Customer Key Attribute =Products or Service codes Ticketing System Key = HD Ticket Key= Customer Key Customer Notified Key = Customer Key
- 4. 5 End to End view of Customer Journey Where to begin.. Add keys to other systems that match up Supply Chain Key = Work Order Number Add Key = Customer Key Workflow System Key = Project ID Add Key = Customer Key Add Key = Work Order Number IVR Key = Customer Key Add Key = Work Order Number Service Work Order Key = Work Order Number Key= Customer Key Attribute =Products or Service codes Ticketing System Key = HD Ticket Key= Customer Key Add Key = Work Order Number Customer Notified Key = Customer Key Add Key = Work Order Number
- 5. 6 End to End view of Customer Journey Where to begin.. What do we care about filtering on? Product and Services are the focus. Supply Chain Key = Work Order Number Add Key = Customer Key Attribute =Products or Service codes Workflow System Key = Project ID Add Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes IVR Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes Service Work Order Key = Work Order Number Key= Customer Key Attribute =Products or Service codes Ticketing System Key = HD Ticket Key= Customer Key Add Key = Work Order Number Attribute =Products or Service codes Customer Notified Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes
- 6. 7 End to End view of Customer Journey Where to begin.. Create the composite records. Supply Chain Key = Work Order Number Add Key = Customer Key Attribute =Products or Service codes Workflow System Key = Project ID Add Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes IVR Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes Service Work Order Key = Work Order Number Key= Customer Key Attribute =Products or Service codes Ticketing System Key = HD Ticket Key= Customer Key Add Key = Work Order Number Attribute =Products or Service codes Customer Notified Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes Source Customer Key Work Order Number Product Code Supply Chain 123 W123 Product A & B Supply Chain 345 W456 Product B & C IVR 123 W456 Product A & B IVR 345 W123 Product B & C Workflow System 123 W123 Product A & B Workflow System 345 W456 Product B & C Service Work Order 123 W123 Product A & B Service Work Order 345 W456 Product B & C Customer Notified 123 W123 Product A & B Customer Notified 345 W456 Product B & C Ticketing System 123 W123 Product A & B Ticketing System 345 W456 Product B & C Case ID
- 7. 8 End to End view of Customer Journey Where to begin.. Create the composite records. Supply Chain Key = Work Order Number Add Key = Customer Key Attribute =Products or Service codes Workflow System Key = Project ID Add Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes IVR Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes Service Work Order Key = Work Order Number Key= Customer Key Attribute =Products or Service codes Ticketing System Key = HD Ticket Key= Customer Key Add Key = Work Order Number Attribute =Products or Service codes Customer Notified Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes Source Customer Key Work Order Number Product Code Supply Chain 123 W123 Product A & B Supply Chain 345 W456 Product B & C IVR 123 W456 Product A & B IVR 345 W123 Product B & C Workflow System 123 W123 Product A & B Workflow System 345 W456 Product B & C Service Work Order 123 W123 Product A & B Service Work Order 345 W456 Product B & C Customer Notified 123 W123 Product A & B Customer Notified 345 W456 Product B & C Ticketing System 123 W123 Product A & B Ticketing System 345 W456 Product B & C Case ID
- 8. 9 End to End view of Customer Journey Where to begin.. Create the composite records. Supply Chain Key = Work Order Number Add Key = Customer Key Attribute =Products or Service codes Workflow System Key = Project ID Add Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes IVR Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes Service Work Order Key = Work Order Number Key= Customer Key Attribute =Products or Service codes Ticketing System Key = HD Ticket Key= Customer Key Add Key = Work Order Number Attribute =Products or Service codes Customer Notified Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes Source Customer Key Work Order Number Product Code Supply Chain 123 W123 Product A & B Supply Chain 345 W456 Product B & C IVR 123 W456 Product A & B IVR 345 W123 Product B & C Workflow System 123 W123 Product A & B Workflow System 345 W456 Product B & C Service Work Order 123 W123 Product A & B Service Work Order 345 W456 Product B & C Customer Notified 123 W123 Product A & B Customer Notified 345 W456 Product B & C Ticketing System 123 W123 Product A & B Ticketing System 345 W456 Product B & C High Level Activity
- 9. 10 End to End view of Customer Journey Understanding the experience at all customer touchpoints is essential for organizations. Supply Chain Key = Work Order Number Add Key = Customer Key Attribute =Products or Service codes Workflow System Key = Project ID Add Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes IVR Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes Service Work Order Key = Work Order Number Key= Customer Key Attribute =Products or Service codes Ticketing System Key = HD Ticket Key= Customer Key Add Key = Work Order Number Attribute =Products or Service codes Customer Notified Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes
- 10. 11 End to End view of Customer Journey Understanding the experience at all customer touchpoints is essential for organizations. Supply Chain Key = Work Order Number Add Key = Customer Key Attribute =Products or Service codes Workflow System Key = Project ID Add Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes IVR Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes Service Work Order Key = Work Order Number Key= Customer Key Attribute =Products or Service codes Ticketing System Key = HD Ticket Key= Customer Key Add Key = Work Order Number Attribute =Products or Service codes Customer Notified Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes SalesForce NPS Care Solutions Construction Workflow Systems to Added
- 11. 12 End to End view of Customer Journey Adjust activity selection to a working level Task Type Source Customer Key Work Order Number Product Code Order Shipped Supply Chain 123 W123 Product A & B Order Shipped Supply Chain 345 W456 Product B & C Call IVR 123 W456 Product A & B Call IVR 345 W123 Product B & C Project Workflow System 123 W123 Product A & B Project Workflow System 345 W456 Product B & C Create Work Order Service Work Order 123 W123 Product A & B Create Work Order Service Work Order 345 W456 Product B & C Order Conformation Customer Notified 123 W123 Product A & B Order Conformation Customer Notified 345 W456 Product B & C Follow up Truck roll Ticketing System 123 W123 Product A & B Follow up Truck roll Ticketing System 345 W456 Product B & C Working Level Activity Supply Chain Key = Work Order Number Add Key = Customer Key Attribute =Products or Service codes Order Shipped Workflow System Key = Project ID Add Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes Project IVR Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes Call Service Work Order Key = Work Order Number Key= Customer Key Attribute =Products or Service codes Create Work Order Ticketing System Key = HD Ticket Key= Customer Key Add Key = Work Order Number Attribute =Products or Service codes Follow up Truck roll Customer Notified Key = Customer Key Add Key = Work Order Number Attribute =Products or Service codes Order Conformation
- 12. 13 Multi-Data Sources Adjust activity selection to a working level
- 13. 14 Lower Level – Customer Notified Adjust activity selection to a working level Tip .. Combining task type and data source helps identify the source of data in one view.
- 14. 15 Validate changes to systems We discovered an incorrect transaction sequence. Filtered down to notice it was only wrong in a region. Validated it when it was corrected. Ordered Shipped should never move to Order Completed. Before Focusing on Customer Notifications 1 2 3
- 15. 16 Validate changes to systems We discovered an incorrect transaction sequence. Filtered down to notice it was only wrong in a region. Validated it when it was corrected. Ordered Shipped should never move to Order Completed. 1 2 3 Focusing on Customer Notifications After
- 16. 17 Validate changes to systems We discovered missing customer notifications in this flow. This simple visual is able to be used to drive the conversation with system owners. Better questions without judgement is based on the data.
- 17. 18 Drilling down to the task level in the process Researching the end-to-end view of at the customer level is easy and helpful Searching for certain events or all the events for a customer is easy and a time saving
- 18. 19 Where can we automate tasks Using BOTs to automate certain task or see how successful the current BOTs are performing
- 19. 20 Next steps… What can help move the program for Process Mining forward? • Give demos to other product teams and show them how quickly they can gain insights
- 20. 21 Next steps… What can help move the program for Process Mining forward? • Share with the system owners
- 21. 22 Next steps… What can help move the program for Process Mining forward? • Provide updates to leadership as to the benefits gained
- 22. 23 Next steps… What can help move the program for Process Mining forward? • Other teams will become advocates for the benefits
- 23. 24 Thanks for your time today!