After implementing and deploying a redesigned business process, it may happen that the new process does not meet our expectations. For example, certain types of unforeseen exceptions may arise, the processing time of some tasks may be much higher than expected due to these exceptions, and queues may build up to the extent that process participants start taking shortcuts due to high pressure, while customers become unsatisfied due to long waiting times. A first step to address these issues is to understand what is actually happening during the execution of the process. This is the goal of the process monitoring phase of the BPM lifecycle. This chapter gives an overview of process monitoring techniques and tools. The chapter first focuses on performance dashboards, both for offline and online monitoring. Next, it dives into process mining techniques, including methods for automated process discovery, conformance checking, performance mining, and variants analysis.
If you can’t measure something, you can’t understand it. If you can’t understand it, you can’t control it. If you can’t control it, you can’t improve it.
H. James Harrington (1929–)
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Dumas, M., La Rosa, M., Mendling, J., Reijers, H.A. (2018). Process Monitoring. In: Fundamentals of Business Process Management. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-56509-4_11
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