Using Process Mining to Removing Operational Friction in Shared Services

Using Process Mining to Removing Operational Friction in Shared Services

Both Shared Services Organizations (SSOs) and Process Mining (PM) aim at improving performance and compliance of operational processes. The key idea of Shared Services is to share efforts and resources for processes that are common among organizations or departments.

The goal is twofold:

  • Increasing efficiency and reducing costs by avoiding the replication of resources
  • Improving quality and effectiveness by the industrialization of service processes

SSOs aim to provide 'economies of scale', but many of these projects fail because moving the work to a central location may lead to hand-offs, rework, duplication, and ineffective communication. Fortunately, Process Mining can be used to address these problems. To learn more, continue reading the article.


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