prof.dr.ir. Wil van der Aalst - Process Mining · Example of a Lasagna process: WMO process of a...
Transcript of prof.dr.ir. Wil van der Aalst - Process Mining · Example of a Lasagna process: WMO process of a...
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Process Mining: Discovering and Improving Spaghetti and Lasagna Processes
prof.dr.ir. Wil van der Aalstwww.processmining.org
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Baarle-Nassau (NL) /Baarle-Hertog (B)
PAGE 1
22 enclaves in NL, 7 enclaves in BDue to medieval treaties, agreements, land-swaps and sales between the Lords of Breda (NL) and the Dukes of Brabant (B)
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Architecture of Information Systems @ TU/e
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Data explosion
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PAGE 4
The World's Technological Capacity to Store, Communicate, and Compute Information by Martin Hilbert and Priscila López (DOI 10.1126/science.1200970)
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PAGE 5Data Mining
Smoker
Drinker
Weight
Short(91/10)
YesNo
Long(30/1)
NoYes
Long(150/20)
Short(321/25)
<81.5 ≥81.5
Process Mining =
Process Analysis
start register initial conditions
check_Aneeded?
check_A
modify conditions
check_Bneeded?
check_B
check_Cneeded?
check_C
assesrisk
declinec1
c2
c3
c4
c5
c6
c7
c8
c9
c10
c11
c12
c13
makeoffer
handleresponse
handlepayment
send insurance documents
timeout1 timeout2 withdraw offer
c14 c15 c16
c17
(RM,RD)(RM,RD)(E,SD) (E,RD)
(SM,SD) (E,SD)(E,FD)
(E,SD)
(E,SD)
(YE,RD)
(YE,RD)
(FE,FD)
(RM,RD)
+
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Process Mining
• Process discovery: "What is really happening?"
• Conformance checking: "Do we do what was agreed upon?"
• Performance analysis: "Where are the bottlenecks?"
• Process prediction: "Will this case be late?"
• Process improvement: "How to redesign this process?"
• Etc.
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We applied ProM in >100 organizations
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• Municipalities (e.g., Alkmaar, Heusden, Harderwijk, etc.)• Government agencies (e.g., Rijkswaterstaat, Centraal
Justitieel Incasso Bureau, Justice department)• Insurance related agencies (e.g., UWV)• Banks (e.g., ING Bank)• Hospitals (e.g., AMC hospital, Catharina hospital)• Multinationals (e.g., DSM, Deloitte)• High-tech system manufacturers and their customers
(e.g., Philips Healthcare, ASML, Ricoh, Thales)• Media companies (e.g. Winkwaves)• ...
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Process Mining
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Starting point: event log
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XES, MXML, SA-MXML, CSV, etc.
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Simplified event log
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a = register request, b = examine thoroughly, c = examine casually, d = check ticket,e = decide, f = reinitiate request, g = pay compensation, and h = reject request
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Processdiscovery
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Conformance checking
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case 7: e is executed without being
enabled
case 8: g or h is missing
case 10: e is missing in second
round
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Extension: Adding perspectives to model based on event log
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Let us play …
Play-Out
Play-In
Replay
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Play-Out
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Play-Out (Classical use of models)
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A B C D
A C B DA B C D
A E D
A C B DA C B D
A E D
A E D
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Play-In
PAGE 17
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Play-In
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A C B DA B C D
A E D
A C B DA C B D
A E D
A E DA B C D
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Replay
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Replay
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A B C D
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Replay can detect problems
PAGE 21
AC D
Problem!missing token
Problem!token left behind
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Replay can extract timing information
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A5B8 C9 D13
5
8
9
13
3
4
5
43
265
8
764
7
74
3
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Desire lines in process models
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An example algorithm
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Process Discovery: basic idea
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PAGE 26
>,,||,# relations
• Direct succession: x>y iff for some case x is directly followed by y.
• Causality: xy iff x>y and not y>x.
• Parallel: x||y iff x>y and y>x
• Choice: x#y iff not x>y and not y>x.
a>ba>ca>eb>cb>dc>bc>de>d
abacaebdcded
b||cc||b
abcdacbdaed
b#ee#bc#ea#d…
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Basic Idea Used by α Algorithm (1)
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PAGE 28
Basic Idea Used by α Algorithm (2)
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Basic Idea Used by α Algorithm (3)
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Example Revisited
PAGE 30Result produced by α algorithm
a>ba>ca>eb>cb>dc>bc>de>d
abacaebdcded
b||cc||b
b#ee#bc#ea#d…
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Genetic process mining
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Example: crossover
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Example: mutation
PAGE 33
a
start register request
b
examine thoroughly
c
examine casually
d
check ticket
decide
pay compensation
reject request
reinitiate request
e
g
h
f
end
a
start register request
b
examine thoroughly
c
examine casually
d
check ticket
decide
pay compensation
reject request
reinitiate request
e
g
h
f
end
remove place
added arc
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Characteristics of genetic process mining
• Requires a lot of computing power.• Can be distributed easily.• Can deal with noise, infrequent behavior, duplicate tasks,
invisible tasks, etc.• Allows for incremental improvement and combinations
with other approaches (heuristics post-optimization, etc.).PAGE 34
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PAGE 35
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Challenge: four competing quality criteria
PAGE 36
“able to replay event log” “Occam’s razor”
“not overfitting the log” “not underfitting the log”
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Flower model
PAGE 37
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PAGE 38
What is the best model?
990850
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PAGE 39
What is the best model?
99888578
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PAGE 40
What is the best model?
992853
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Example: one log four models
PAGE 41
astart register
request
bexamine thoroughly
cexamine casually
d checkticket
decide
pay compensation
reject request
reinitiate requeste
g
hfend
astart register
request
cexamine casually
dcheckticket
decide reject request
e hend
N3 : fitness = +, precision = -, generalization = +, simplicity = +
N2 : fitness = -, precision = +, generalization = -, simplicity = +
astart register
request
bexamine
thoroughly
cexamine casually
dcheck ticket
decide
pay compensation
reject request
reinitiate request
e
g
h
f
end
N1 : fitness = +, precision = +, generalization = +, simplicity = +
astart register
request
cexamine casually
dcheckticket
decide reject request
e hend
N4 : fitness = +, precision = +, generalization = -, simplicity = -
aregister request
dexamine casually
ccheckticket
decide reject request
e h
a cexamine casually
dcheckticket
decide
e g
a dexamine casually
ccheckticket
decide
e g
register request
register request
pay compensation
pay compensation
aregister request
b dcheckticket
decide reject request
e h
aregister request
d bcheckticket
decide reject request
e h
a b dcheckticket
decide
e gregister request
pay compensation
examine thoroughly
examine thoroughly
examine thoroughly
(all 21 variants seen in the log)
acdeh
abdeg
adceh
abdeh
acdeg
adceg
adbeh
acdefdbeh
adbeg
acdefbdeh
acdefbdeg
acdefdbeg
adcefcdeh
adcefdbeh
adcefbdeg
acdefbdefdbeg
adcefdbeg
adcefbdefbdeg
adcefdbefbdeh
adbefbdefdbeg
adcefdbefcdefdbeg
455
191
177
144
111
82
56
47
38
33
14
11
9
8
5
3
2
2
1
1
1
# trace
1391
process discovery
fitness
precisiongeneralization
simplicity
“able to replay event log” “Occam’s razor”
“not overfitting the log” “not underfitting the log”
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Model N1
PAGE 42
acdeh
abdeg
adceh
abdeh
acdeg
adceg
adbeh
acdefdbeh
adbeg
acdefbdeh
acdefbdeg
acdefdbeg
adcefcdeh
adcefdbeh
adcefbdeg
acdefbdefdbeg
adcefdbeg
adcefbdefbdeg
adcefdbefbdeh
adbefbdefdbeg
adcefdbefcdefdbeg
455
191
177
144
111
82
56
47
38
33
14
11
9
8
5
3
2
2
1
1
1
# trace
1391
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Model N2
PAGE 43
acdeh
abdeg
adceh
abdeh
acdeg
adceg
adbeh
acdefdbeh
adbeg
acdefbdeh
acdefbdeg
acdefdbeg
adcefcdeh
adcefdbeh
adcefbdeg
acdefbdefdbeg
adcefdbeg
adcefbdefbdeg
adcefdbefbdeh
adbefbdefdbeg
adcefdbefcdefdbeg
455
191
177
144
111
82
56
47
38
33
14
11
9
8
5
3
2
2
1
1
1
# trace
1391
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Model N3
PAGE 44
acdeh
abdeg
adceh
abdeh
acdeg
adceg
adbeh
acdefdbeh
adbeg
acdefbdeh
acdefbdeg
acdefdbeg
adcefcdeh
adcefdbeh
adcefbdeg
acdefbdefdbeg
adcefdbeg
adcefbdefbdeg
adcefdbefbdeh
adbefbdefdbeg
adcefdbefcdefdbeg
455
191
177
144
111
82
56
47
38
33
14
11
9
8
5
3
2
2
1
1
1
# trace
1391
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Model N4
PAGE 45
acdeh
abdeg
adceh
abdeh
acdeg
adceg
adbeh
acdefdbeh
adbeg
acdefbdeh
acdefbdeg
acdefdbeg
adcefcdeh
adcefdbeh
adcefbdeg
acdefbdefdbeg
adcefdbeg
adcefbdefbdeg
adcefdbefbdeh
adbefbdefdbeg
adcefdbefcdefdbeg
455
191
177
144
111
82
56
47
38
33
14
11
9
8
5
3
2
2
1
1
1
# trace
1391
astart register
request
cexamine casually
dcheckticket
decide reject request
e hend
N4 : fitness = +, precision = +, generalization = -, simplicity = -
aregister request
dexamine casually
ccheckticket
decide reject request
e h
a cexamine casually
dcheckticket
decide
e g
a dexamine casually
ccheckticket
decide
e g
register request
register request
pay compensation
pay compensation
aregister request
b dcheckticket
decide reject request
e h
aregister request
d bcheckticket
decide reject request
e h
a b dcheckticket
decide
e gregister request
pay compensation
examine thoroughly
examine thoroughly
examine thoroughly
(all 21 variants seen in the log)
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Why is process mining such a difficult problem?
• There are no negative examples (i.e., a log shows what has happened but does not show what could not happen).
• Due to concurrency, loops, and choices the search space has a complex structure and the log typically contains only a fraction of all possible behaviors.
• There is no clear relation between the size of a model and its behavior (i.e., a smaller model may generate more or less behavior although classical analysis and evaluation methods typically assume some monotonicity property).
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How can process mining help?
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• Detect bottlenecks• Detect deviations• Performance
measurement• Suggest improvements• Decision support (e.g.,
recommendation and prediction)
• Provide mirror• Highlight important
problems• Avoid ICT failures• Avoid management by
PowerPoint • From “politics” to
“analytics”
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Example of a Lasagna process: WMO process of a Dutch municipality
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Each line corresponds to one of the 528 requests that were handled in the period from 4-1-2009 until 28-2-2010. In total there are 5498 events represented as dots. The mean time needed to handled a case is approximately 25 days.
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WMO process(Wet Maatschappelijke Ondersteuning)
• WMO refers to the social support act that came into force in The Netherlands on January 1st, 2007.
• The aim of this act is to assist people with disabilities and impairments. Under the act, local authorities are required to give support to those who need it, e.g., household help, providing wheelchairs and scootmobiles, and adaptations to homes.
• There are different processes for the different kinds of help. We focus on the process for handling requests for household help.
• In a period of about one year, 528 requests for household WMO support were received.
• These 528 requests generated 5498 events.PAGE 50
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C-net discovered using heuristic miner (1/3)
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C-net discovered using heuristic miner (2/3)
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C-net discovered using heuristic miner (3/3)
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Conformance check WMO process (1/3)
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Conformance check WMO process (2/3)
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Conformance check WMO process (3/3)
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The fitness of the discovered process is 0.99521667. Of the 528 cases, 496 cases fit perfectly whereas for 32 cases there are missing or remaining tokens.
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Bottleneck analysis WMO process (1/3)
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Bottleneck analysis WMO process (2/3)
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Bottleneck analysis WMO process (3/3)
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flow time of approx. 25 days with a standard deviation of approx. 28
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Two additional Lasagna processes
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RWS (“Rijkswaterstaat”)
process
WOZ (“Waardering Onroerende Zaken”)
process
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RWS Process
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• The Dutch national public works department, called “Rijkswaterstaat” (RWS), has twelve provincial offices. We analyzed the handling of invoices in one of these offices.
• The office employs about 1,000 civil servants and is primarily responsible for the construction and maintenance of the road and water infrastructure in its province.
• To perform its functions, the RWS office subcontracts various parties such as road construction companies, cleaning companies, and environmental bureaus. Also, it purchases services and products to support its construction, maintenance, and administrative activities.
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C-net discovered using heuristic miner
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Social network constructed based on handovers of work
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Each of the 271 nodes corresponds to a civil servant. Two civil servants areconnected if one executed an activity causally following an activity executed by the other civil servant
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Social network consisting of civil servants that executed more than 2000 activities in a 9 month period.
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The darker arcs indicate the strongest relationships in the social network. Nodes having the same color belong to the same clique.
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WOZ process
• Event log containing information about 745 objections against the so-called WOZ (“Waardering Onroerende Zaken”) valuation.
• Dutch municipalities need to estimate the value of houses and apartments. The WOZ value is used as a basis for determining the real-estate property tax.
• The higher the WOZ value, the more tax the owner needs to pay. Therefore, there are many objections (i.e., appeals) of citizens that assert that the WOZ value is too high.
• “WOZ process” discovered for another municipality (i.e., different from the one for which we analyzed the WMO process).
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Discovered process model
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The log contains events related to 745 objections against the so-called WOZ valuation. These 745 objections generated 9583 events. There are 13 activities. For 12 of these activities both start and complete events are recorded. Hence, the WF-net has 25 transitions.
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Conformance checker:(fitness is 0.98876214)
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Performance analysis
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Resource-activity matrix(four groups discovered)
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Example of a Spaghetti process
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Spaghetti process describing the diagnosis and treatment of 2765 patients in a Dutch hospital. The process model was constructed based on an event log containing 114,592 events. There are 619 different activities (taking event types into account) executed by 266 different individuals (doctors, nurses, etc.).
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Fragment18 activities of the 619 activities (2.9%)
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Another example(event log of Dutch housing agency)
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The event log contains 208 cases that generated 5987 events. There are 74 different activities.
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Example of a map
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Road map of The Netherlands. The map abstracts from smaller cities and less significant roads; only the bigger cities, highways, and other important roads are shown. Moreover, cities aggregate local roads and local districts. Also not use of color, size, etc.
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Illustrating the problem
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a
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start
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end
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0.40.60.60.40.4
0.3
0.3
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Classical top level view: low level connections still exist
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1.0 1.01.0
0.4 0.30.3
1.0 1.0
0.6
0.40.6
0.4
0.40.60.60.40.4
0.3
0.3
x
y z
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Seamless zoom
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a
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Threshold: 0.3
a
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Threshold: 0.4
a
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Threshold: 0.6
a
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Threshold: 1.0
x
x y z
x y z
x y z
x y z
y z
x y z
x y z
x y z
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Example: Reviewing papers(100 cases generating 3730 events)
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WF-net discovered using the α-algorithm
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Fuzzy miner: two views on the same process
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Balancing between both extremes
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Not a single map!
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Projecting dynamic information on business process maps
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Projecting traffic jams on maps
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Business process movies
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Navigation
• Whereas a TomTom device is continuously showing the expected arrival time, users of today’s information systems are often left clueless about likely outcomes of the cases they are working on.
• Car navigation systems provide directions and guidance without controlling the driver. The driver is still in control, but, given a goal (e.g. to get from A to B as fast as possible), the navigation system recommends the next action to be taken.
• Operational support provides TomTom functionality for business processes.
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Predict: When will I be home? At 11.26!
Recommend: How to get home ASAP? Take a left turn!
Detect: You drive too fast!
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Conclusion: two types of processes
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PAGE 90
www.processmining.org
www.win.tue.nl/ieeetfpm/