Process Mining Invoice Process Rabobank NL Discovery & Optimization. Tijn van der Heijden, MSc.

Transcription

1 Process Mining Invoice Process Rabobank NL Discovery & Optimization Tijn van der Heijden, MSc.

2 Agenda Personal background 2 Introduction to process mining 3+4 Invoice process Rabobank Nederland 5+6 Discovering the process Improving the productivity Improving the quality of executed work Risk management 14 Closing

3 Personal background Sep 2006 Aug 2010 Bachelor Industrial Engineering, TU/e Sep 2010 Aug 2012 Feb 2012 Aug 2012 Master Operations Management and Logistics, TU/e Master s Thesis, Rabobank Sep 2012 Oct 2012 Process Mining implementation project, Rabobank Nov 2012 Present Deloitte Consulting 2

4 Organizations spend a lot of effort in analyzing and improving their processes. Using Process Mining, this can often be done quicker, cheaper and in a more reliable way than traditional analysis. Traditional - Time consuming - Many people - Expensive New - Fast - Cheap (when data is available) Process Logged data Process Mining Models 3

5 Processs Mining gives objective insight into a firm s operational processes based on historic events recorded in information systems. 4

6 The invoice process describes how invoices are processed by Rabobank. Invoices are related to sponsoring, presents, furniture, consulting etc. Invoice process Financial Services Amount of invoices invoices/year Suppliers Payments 2.5 billion euro/year FTE Registration 40 Invoice handling costs 9,- Happy Flow described by the Manager 5

7 Rabobank tracks the performance of their process with several KPI s, but what is really happening inside their process is experienced as a black box. Project objectives Rabobank: 1. Insight in the process What is really happening with the invoices? How is effort spent? 2. Increase efficiency Decrease cost price of an invoice by spending less time for same or better results. 3. Increase effectiveness Identify waste in the process and reduce mistakes by gaining knowledge about the reason why certain invoices need rework. 4. Risk management Check if there are employees that have too much authorization. 6

8 The discovered process structure is recognizable considering the happy flow, but also shows interesting deviations. Register (CA) Check Details (FC) 60% Check Goods (MC) Approve (BH) 7

9 The discovered process structure is recognizable considering the happy flow, but also shows interesting deviations. 85% 8

10 The discovered process structure is recognizable considering the happy flow, but also shows interesting deviations. 85% 100% 9

11 Create a more efficient invoice process by reducing the occurrence of undesirable activities. 10

12 Create a more efficient invoice process by reducing the occurrence of undesirable activities. 11

13 KPI s that are designed to accomplish on-time payment are not giving the desired result since they do not take extra activities into account. Centrale Administratie (3 days) Factuur- Controleur (5 days) Materieel- Controleur (2 days) Budget- Houder (8 days) 17 tasks, 4 weeks 7 tasks, 2 weeks CA 1d FC 1d MC 2d CA 1d FC 5d BH 1d FC 1d BH 4d FC 1d CA 1d CA 1d CA 1d FC 1d MC 1d CA 2d CA 2d FC 1d CA 1d FC 1d BH 8d BH 4d FC 1d BH 1d FC 3d

14 The amount of rework required (mistakes) differentiates between employees which gives room for improvement (e.g. training).

15 The organization bares risk since there are employees that have too much authorization considering Rabobank s own segregation rules. 1 employee 3 employees 72 employees 42 employees 356 employees 1082 employees 514 employees

16 15

17 Thank you for your attention!

18 Master Thesis: Process Mining project methodology, a general approach to execute process mining projects in practice. 17

19 Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee, and its network of member firms, each of which is a legally separate and independent entity. Please see for a detailed description of the legal structure of Deloitte Touche Tohmatsu Limited and its member firms. Deloitte provides audit, tax, consulting, and financial advisory services to public and private clients spanning multiple industries. With a globally connected network of member firms in more than 150 countries, Deloitte brings world-class capabilities and deep local expertise to help clients succeed wherever they operate. Deloitte's approximately 182,000 professionals are committed to becoming the standard of excellence. This publication contains general information only, and none of Deloitte Touche Tohmatsu Limited, its member firms, or their related entities (collectively, the Deloitte Network ) is, by means of this publication, rendering professional advice or services. Before making any decision or taking any action that may affect your finances or your business, you should consult a qualified professional adviser. No entity in the Deloitte Network shall be responsible for any loss whatsoever sustained by any person who relies on this publication.