Example of Process Mining for HR Service Delivery

Analyze a process for your HR service or, if installed, Lifecycle Events cases and identify bottlenecks to minimize delays in the case flow for a better user experience.

Say you are an HR onboarding process analyst who wants to improve the speed or quality of your service delivery and you must submit analysis on your current case processes. You can use the Analyst Workbench to access the mined processes for the HR service and, if installed, Lifecycle Events cases project definitions.

You can analyze the case process flow and suggest ways to improve the processes by using the following workflow, for example, for a standard HR Service case model definition, you can:

1. Select View in Workspace from the selected project. The Analyst Workbench opens in a new tab.

   On the All by HR Service tab, you can observe how long it takes for an HR service case record to be closed.

2. View metrics of the process map by setting the Primary Metric and Secondary Metric lists to Total Occurrences and Avg Duration, respectively.
3. Refine the process map by selecting Refine and selecting a connection width to see the full list of metrics.

   You can observe the state transitions and their duration.

4. In the Breakdown Filters tab, set up the Breakdown filters list for categories and use the activity transitions filters to filter out the records.
5. In the Variation Analysis tab, you can view the routes taken by the records, number of case in a route, the average duration and the number of steps involved in the route. Selecting a route highlights the route in the map.
   Note:

   After applying one of more routes, the breakdowns listed in the Breakdown Filters tab display only those breakdowns applicable to those routes.
6. Add notes to the project by selecting the notes icon () and submit an analysis.

Figure 1. Process Mining for a standard HR Service case