Machine Learning driven Process & Task mining will disrupt Global Operations at swift stride in next 24 months
Machine Learning driven Process & Task mining will disrupt Global Operations at swift stride in next 24 months. If you are a Global Operations, Transformation or Compliance leader then majority of your conversation will be driven by data and insight this technology will provide to deliver frictionless experience to stakeholders.
If you are not already maturing towards this transformative adoption, then this blog will demystify and unlock the all new world of Operational Excellence and Transformation.
Let me demystify the technology and how this will change the global operations for a good.
Disclaimer: I am intentionally not mentioning any technology/ service provider in this space.
Process Mining:
All global processes to name a few: R&D, Order to cash & hire to retire etc. run on ERP/CRM systems (SAP, Oracle, Sales Force and MS Dynamics etc.) and every activity on these systems creates an event log i.e. how information is flowing with a time stamp at each activity. If all these event logs are leveraged to demonstrate a visual depiction of process activity and deviations it has taken against the defined path than this output in simple term is “process mining”.
Now you can imagine the power of this technology in a complex global setup where we deal with millions of transactions on a single process journey e.g.: Customers on-boarded, Procurement completed, Claims processed, Policy renewed & Mortgage cleared etc.
With availability of event log data with time stamp, we can identify what to automate/transform, improvise existing automations or where to put more compliance check to mitigate operational risk.
Task Mining:
In our process journey there is a cognitive layer which runs outside system (ERP, CRM etc.) where user’s do things like research, apply judgment to approve/reject, wait for other dependencies etc. is all happening on the user machine (desktop/laptop/mobile), these tasks could be captured through desktop automation and the output will be time spent on each of such step is called “Task mining”.
Now you can imagine our ability to see event log and task log with time stamp, will change the way we execute, optimize, Control Global Operations.
How this technology will upfront impact top line / bottom line:
As I was talking to some of fortune 100 Operations and technology leaders it is evident that adoption to any technology will need upfront business case (Cost benefit). In my view technologies such as process mining and task mining will not possess any upfront cost advantage as the real value will reside in what you will do with the insights shared. I see it more as a strategic superiority on your transformation agenda instead of a siloed tool deployment.
How this technology will gel with ongoing efforts around RPA, BPM, BI and Cloud Adoption:
As the scale of technology and magnitude of software application interactions are increasing with abundance of APIs and connected multi Cloud/Hybrid technology landscape, we would always need a solution which can fetch instances of technology interactions and how we can accelerate the efforts of automation & adjusting existing automations on the right spots highlighted by process and task mining driven insights.
These Insights fueled by machine learning (AI) algorithm will suggest key process blocks for immediate process improvement through:
1) Deviation reduction and enhanced data and process compliance
2) Create efficiency (process improvement) through automation & adjusting existing automations (RPA, BPM etc.)
As I am concluding this, I am excited that in coming days, as we accelerate the adoption of process and task mining in process transformation journey, there would be nothing left for a subject matter expert to guess :-)
