Process Mining : what is a control tower?

As a reminder

We are not going to talk about Process Mining as such, but rather about how to create an efficient functional and operational management of the performance indicators that result from it.

So, let’s focus on “Process Monitoring”!

As a reminder, performance in a company can be measured in 2 ways:

  1. Operational efficiency, in other words the company’s ability to achieve its objectives.
  2. Performance or efficiency, in other words the adequacy between the best possible results and the means implemented.

Should we multiply or make these indicators more complex at the risk of no longer analyzing and steering the essential (or even the basic)? Does defining numerous indicators mean being more efficient?

Our vision, our convictions

At Livejourney, we believe that it is essential, in a context of monitoring the operational performance of business processes, to return to a flexible and collaborative control structure. Such a structure must offer a centralized view of the execution process. It also allows for rapid problem detection and resolution.

Act 1: "You will be in real-time"

In order not to arrive after the battle, it is crucial for teams to have a real-time control tower system. The business line must evolve in an organizational and IT environment that allows it to track and manage a data workflow, over time and in a comprehensive manner.

Act 2: "You will prioritize quality over quantity"

The golden rule must be that good execution is at the center of all the attention and control of the business line! So, the company must simply have an exhaustive (end-to-end) picture of the state of each step that makes up a business process.

Granted, we are at the antipodes of BI. As a proof, a 100% usable control tower is:

  • 6 to 8 indicators only: “let’s not forget that we are in the action, no time to lose to understand or try to analyze what is happening!”
  • Each indicator must have 2 crucial pieces of information:
    • A real time picture
    • An evolution that is temporally controlled to measure the deviations
  • An indicator can be changed according to the situation and the objectives defined
  • An indicator can be deleted if it only partially meets an objective. Stop procrastinating!
  • An indicator is also designed to be understood by all the players in the process chain.
    “Let’s pilot TOGETHER please”.

And that’s all! The objective is to produce meaningful, instantaneous performance indicators that can be easily managed by the business line. This is not the time to trace each sub-process in detail and then analyze the cause-and-effect links, understand the trend, etc.

Act 3: "You will be in action"

With a platform that manages changes in real time, it would be a shame to go without an alerting system. Indeed, alerts allow the stakeholders of the business processes concerned, whether they are internal or external, to deal with problems that require immediate resolution.

These alerts are triggered via a system of measurement indicators, thresholds and tolerances that allow for real-time information. The aim is to ensure that the most important problems are considered in order to resolve them quickly.

For example, it will be a question of being informed instantly of the slightest non-conformity that occurs in a controlled process:

  • Where?
  • Who is involved?
  • The reasons for its triggering?

On this subject, the collaborative and transverse mode becomes essential.

Livejourney is all this!