Business process measurement - data mining. enn@cc.ttu.ee

Transcription

1 Business process measurement - data mining. enn@cc.ttu.ee

2 Business process measurement Balanced scorecard Process mining - ProM

3 Äriprotsessi konteksti perspektiiv

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5 Clear & measurable goals Effective solutions Measurable results Goal-oriented development of organization s IS

6 Financial OCE Customer Customer oyalty On-time Delivery Business Process Process Quality Process Cycle Time earning and Growth Employees Systems

7 Mission and vision of organization Strategic goals Main tasks Customer perspective : goals and measures Financial perspective : goals and measures Process perspective :goals and measures earning and growth perspective : goals and measures

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12 Example Balanced Scorecard: egional irline Mission: Dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. Vision: Continue building on our unique position -- the only short haul, low-fare, high-frequency, point-to-point carrier in merica.

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14 Chapter 17 Process Mining and Simulation Moe ynn nne ozinat il van der alst rthur ter Hofstede Colin Fidge a university 2009,

15 Overview Introduction Preliminaries Process mining (with ProM) Process simulation for operational decision support Tools:, ProM & CPN Tools Conclusions 15

16 Introduction Correctness, effectiveness and efficiency of business processes are vital to an organization Significant gap between what is prescribed and what actually happens Process owners have limited info about what is actually happening Model-based (static) analysis Validation Verification (correctness of a model) Performance analysis Process Mining post-execution analysis Process Simulation what-if analysis 16

17 Preliminaries 17

18 Preliminaries: Data ogging Keeping track of execution data ctivities that have been carried out Timestamps (Start and end times of activities) esources involved Data Purposes udit trails Disaster recovery Monitoring Data Mining Process Mining Process Simulation 18

19 Preliminaries: Process Mining Event logs (recorded actual behaviors) Covers a wide-range of techniques Provide insights into control flow dependencies data usage resource involvement performance related statistics etc. Identify problems that cannot be identified by inspecting a static model alone 19

20 Preliminaries: Process Simulation Develop a simulation model at design time Carry out experiments under different assumptions Used for process reengineering decisions Data input is time-consuming and error-prone equires careful interpretation bstraction of the actual behavior Different assumptions made Inaccurate or Incomplete data input Starts from an empty initial state 20

21 More on Process Mining 21

22 Process Mining Process discovery: "hat is ly happening?" Conformance checking: "Do we do what was agreed upon?" Performance analysis: "here are the bottlenecks?" Process prediction: "ill this case be late?" Process improvement: "How to redesign this process?" Etc. 22

23 Example: mining student data Process discovery: "hat is the curriculum?" Conformance checking: "Do students meet the prerequisites?" Performance analysis: "here are the bottlenecks?" Process prediction: "ill a student complete his studies (in time)?" Process improvement: "How to redesign the curriculum?" 23

24 Process mining: inking events to models business processes people machines components organizations models analyzes supports/ controls specifies configures implements analyzes software system records events, e.g., messages, transactions, etc. process/ system model discovery conformance event logs 24

25 here to start? process control diagnosis process mining process enactment process design implementation/ configuration 25

26 Process Mining with ProM 26

27 ProM framework One of the leading approaches to Process Mining Covers a wide range of analysis approaches 250+ plug-ins Process Discovery Social Network Conformance Checking Conversion capabilities between different formalisms Petri nets, EPCs, BPMN, BPE, Mining XM (MXM) log format 27

28 Basic Performance nalysis 28

29 esource nalysis 29

30 T Checker 30

31 Performance analysis showing bottlenecks flow time from to B bottlenecks throughput time 31

32 Dotted chart analysis short cases time (relative) events case s long cases 32

33 ProM and logs workflow events and data attributes n extractor function available as a ProMImport plug-in ProM can analyze logs in MXM format Prom can transform models into Petri nets <Process id="payment_subprocess.ywl"> <ProcessInstance id="3f9dfc e7-b9f7-329b5c6f0ded"> <udittrailentry> <orkflowmodelelement>check_prepaid_shipments_10</orkflowmodelelement> <EventType>start</EventType> <Timestamp> T10:11: :00</Timestamp> <Originator>JohnsI</Originator> </udittrailentry> <udittrailentry> <Data><ttribute name="prepaidshipment">true</ttribute></data> <orkflowmodelelement>check_prepaid_shipments_10</orkflowmodelelement> <EventType>complete</EventType> <Timestamp> T10:11: :00</Timestamp> <Originator>JohnsI</Originator> </udittrailentry> </ProcessInstance> </Process> 33

34 Starting point: event logs logs or other event logs, audit trails, databases, message logs, etc. unified event log (MXM) 34

35 Process Simulation 35

36 Integrated Simulation pproach 36

37 inking process mining to simulation Gather process statistics using process mining techniques Calibrate simulation experiments with this data nalyze simulation logs in the same way as execution logs 37

38 Data sources for process characteristics Design (orkflow and Organizational Models) Control and data flow Organizational model Initial data values ole assignments Historical (Event logs) Data value range distributions Execution time distributions Case arrival rate esource availability patterns State (orkflow system) Progress state Data values for running cases Busy resources un time for cases 38

39 Tools:, ProM and CPN Tools 39

40 rchitecture II Create and execute process models Maintain organizational models Extractor functionalities for event logs, organizational models and current state of the workflow system ProM Translate and integrate all the components into a Petri nets model nalyze event logs and simulation logs CPN Tools un simulation experiments Incorporate current state of workflows Generate simulation logs 40

41 Tool: rchitecture 41

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43 Tool: rchitecture Use existing models 43

44 Tool: rchitecture II Use existing models Derive parameters 44

45 Tool: rchitecture III Use existing models Derive parameters Consider current state 45

46 Tool: rchitecture IV Use existing models Derive parameters Consider current state Simulation logs in MXM 46

47 Simulation: Example Payment Start s: Supply dmin Officer payment shipment payment freight Issue Shipment Invoice s: Supply dmin Officer [else] Check Pre-paid shipments c: Finance Officer [pre-paid shipments] Check Invoice equirement s: Supply dmin Officer [Invoice required] Issue Shipment Payment Order c: Finance Officer Issue Shipment emittance dvice c: Finance Officer Produce Freight Invoice Update Shipment Payment Order c: Finance Officer pprove Shipment Payment Order c: Senior Finance Officer Complete Invoice equirement s: Supply dmin Officer s: Supply dmin Officer [s. order not approved] [s. order approved] customer notified of the payment, customer makes the payment Process Shipment Payment o: ccount Manager Process Freight Payment s: Supply dmin Officer [payment incorrect due to underpayment] [payment incorrect due to overcharge] [payment correct] issue Debit djustment o: ccount Manager Issue Credit djustment o: ccount Manager customer makes the payment account settled Finalise o: ccount Manager End s: Supply dmin Officer 47

48 Simulation: Example 13 staff members 5 `supply admin officers 3 `finance officers' 2 `senior finance officers' 3 `account managers Case arrival rate: 50 payments per week Throughput time: 5 working days on average 30% of shipments are pre-paid 50% of orders are approved first-time 20% of payments are underpaid 10% of payments are overpaid 70% of payments are correct 80% of orders require invoices 20% of orders do not require invoices ssumption: Payment process running in for some time. 48

49 Simulation: Scenario 4 weeks till the end of financial year backlog of 30 payments (some for more than a week) Goal: ll payments to be processed in 4 weeks time un simulation experiments to see if the backlog can be cleared using current resources evaluate the effect of avoiding underpayments Possible remedial action: llocate more resources 49

50 ProM screenshots 50

51 CPN Tools 51

52 Four Scenarios 1. n empty initial state ( empty ) 2. fter loading the current state file with the 30 applications currently in the system ( as is ) 3. fter loading the current state file but adding 13 extra resources ( to be ) 4. fter loading the current state file but changing the model so that underpayments are no longer possible ( to be B') 52

53 Evaluation 53

54 Simulation for operational decision support Combine the process execution log (`up to now') and the simulation log (which simulates the future `from now on') ook at the process execution in a unified manner Track both the history and the future of current cases 54

55 lpha algorithm α

56 Process log Minimal information in log: case id s and task id s. dditional information: event type, time, resources, and data. In this log there are three possible sequences: BCD case 1 : task case 2 : task case 3 : task case 3 : task B case 1 : task B case 1 : task C case 2 : task C case 4 : task case 2 : task B case 2 : task D case 5 : task E case 4 : task C case 1 : task D case 3 : task C case 3 : task D case 4 : task B case 5 : task F case 4 : task D

57 >,,,# relations Direct succession: x>y iff for some case x is directly followed by y. Causality: x y 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. case 1 : task case 2 : task case 3 : task case 3 : task B case 1 : task B case 1 : task C case 2 : task C case 4 : task case 2 : task B case 2 : task D case 5 : task E case 4 : task C case 1 : task D case 3 : task C case 3 : task D case 4 : task B case 5 : task F case 4 : task D >B >C B>C B>D C>B C> D E>F B C B D C D E F B C C B

58 Basic idea (1) x y x y

59 Basic idea (2) y x z x y, x z, and y z

60 Basic idea (3) y x z x y, x z, and y#z

61 Basic idea (4) x z y x z, y z, and x y

62 Basic idea (5) x z y x z, y z, and x#y

63 It is not that simple: Basic alpha algorithm et be a workflow log over T. a() is defined as follows. 1. T = { t T $ s t s}, 2. T I = { t T $ s t = first(s) }, 3. T O = { t T $ s t = last(s) }, 4. X = { (,B) T B T " a " b B a b " a1,a2 a 1 # a 2 " b1,b2 B b 1 # b 2 }, 5. = { (,B) X " (,B ) X B B (,B) = (,B ) }, 6. P = { p (,B) (,B) } {i,o }, 7. F = { (a,p (,B) ) (,B) a } { (p (,B),b) (,B) b B } { (i,t) t T I } { (t,o ) t T O }, and 8. a() = (P,T,F ). The alpha algorithm has been proven to be correct for a large class of free-choice nets.

64 Example case 1 : task case 2 : task case 3 : task case 3 : task B case 1 : task B case 1 : task C case 2 : task C case 4 : task case 2 : task B case 2 : task D case 5 : task E case 4 : task C case 1 : task D case 3 : task C case 3 : task D case 4 : task B case 5 : task F case 4 : task D E B C F D a()

65 DEMO lpha algorithm B get review 1 get review X C M time-out 1 D time-out X K invite additional reviewer get review 2 G H I invite reviewers E time-out 2 collect reviews decide accept J 48 cases 16 performers F get review 3 G time-out 3 reject

66 ogging system Nlog Nog can process diagnostic messages emitted from any.net language (such as C# or Visual Basic), augment them with contextual information (such as date/time, severity, thread, process, environment enviroment), format them according to your preference and send them to one or more targets such as file or database.

67 Supported targets Files - single file or multiple, with automatic file naming and archival Event og - local or remote Database - store your logs in databases supported by.net Network - using TCP, UDP, SOP, MSMQ protocols Command-line console - including color coding of messages - you can receive s whenever application errors occur SP.NET trace... and many more

68 Conclusions Introduction Concise assessment of ity needed for processes Preliminaries Data logging, Process Mining, Process Simulation Process mining with ProM Understanding process characteristics Process simulation Operational decision support Utilizing log info for simulation experiments Tools:, ProM & CPN Tools Payment example Conclusion 68