Foreword	6
	Foreword	8
	Process Mining in a Volatile World	8
	Preface	11
	Outline of the Book	12
	Acknowledgments	15
	Contents	16
	Abbreviations	18
	Part I: Principles and Value of Process Mining	20
	1: Process Mining in a Nutshell	21
	2: How to Get Started	29
	3: Purpose: Identifying the Right Use Cases	33
	4: People: The Human Factor	44
	5: Processtraces: Technology	48
	6: Challenges, Pitfalls, and Failures	53
	7: Process Mining, RPA, BPM, and DTO	57
	8: Key Learnings	61
	Part II: Best Practice Use Cases	63
	9: Siemens: Driving Global Change with the Digital Fit Rate in Order2Cash	64
	Challenge	64
	Use Case	65
	Impact	68
	Technology	69
	Lessons Learned	70
	Outlook	71
	Links	72
	10: Uber: Process Mining to Optimize Customer Experience and Business Performance	73
	Challenge	73
	Use Case	74
	Impact	75
	Technology	75
	Lessons Learned	75
	Outlook	76
	11: BMW: Process Mining @ Production	78
	Challenge	78
	Use Case	80
	Impact and Technology	81
	Lessons Learned	82
	Outlook	85
	Links and Further Reading	86
	12: Siemens: Process Mining for Operational Efficiency in Purchase2Pay	87
	Challenge	87
	Segregation of Duty Versus e2e Transparency	88
	Cornerstones and Definitions for P2P Process Mining Cases	89
	Use Cases	91
	P2P Direct Material Focus Areas and Data Models	91
	P2P Overview: Direct Material	92
	Rework: Direct Material	93
	P2P Indirect Material Focus Areas (SRM)	94
	Payment Terms	98
	EDI Rate Versus Rework Rate	99
	Robotic Process Automation	101
	Impact: Potential Business Benefits and Savings	103
	Benefits of Increasing Operational Efficiency	104
	Benefits of Reducing Throughput Times	104
	Benefits of Optimizing Working Capital	105
	Benefits of Increasing Digitalization	105
	Technological Concepts of Process Mining P2P	106
	Technological Prerequisites	106
	P2P Data Model Configuration Template	107
	Lessons Learned and Outlook	108
	13: athenahealth: Process Mining for Service Integrity in Healthcare	109
	Challenge	109
	Why Process Mining?	110
	Use Cases	110
	Use Case #1	111
	Use Case #2	111
	Implementation of Use Case #1	111
	Implementation of Use Case #2	113
	Technology	115
	Impact	115
	Lessons Learned	116
	Macro	117
	Micro	118
	Key Takeaways	118
	Outlook	119
	Links and Background Information	119
	14: EDP Comercial: Sales and Service Digitization	121
	Challenge	121
	Use Case	122
	Impact	123
	Medium- and Long-Term Impacts: Accelerating the Positive Impact on Climate Change	124
	Customer Care Insights	124
	How Process Mining Is Contributing to Break Silos?	126
	Analyzing Within the Processes	126
	Technology	127
	Lessons Learned	127
	About People	127
	About Processes	128
	How to Engage?	128
	Outlook	128
	The Main Role of Process Mining	128
	Public Sector Benefits	129
	Process Mining Requires New Skills	129
	Technological Context	129
	Organic Context	129
	Is the Global Market Mature?	129
	Links (Fig. 14.4)	130
	15: ABB: From Mining Processes Towards Driving Processes	131
	Challenge	131
	Use Case	133
	Impact	134
	Technology	136
	Lessons Learned	138
	16: Bosch: Process Mining-A Corporate Consulting Perspective	141
	Challenge	141
	Use Case	142
	Impact	143
	Technology	144
	Lessons Learned	144
	Outlook	145
	17: Schukat: Process Mining Enables Schukat Electronic to Reinvent Itself	146
	Challenge	146
	Use Case	147
	Bottom-Up-Analyze First	147
	Top-Down-Design First	148
	Loop	149
	Trigger Live Action	149
	Impact	150
	Technology	150
	Lessons Learned	150
	Outlook	151
	Links	153
	18: Siemens Healthineers: Process Mining as an Innovation Driver in Product Management	154
	Challenge	154
	Use Case	156
	Impact	158
	Process Mining Enhanced by New Types of Visualizations	161
	Exam Throughput per Hour	161
	Trending of Examination Times	161
	Visualization of Individual System Settings	162
	Technology	163
	Event Log and Data Architecture	163
	Process Mining App	164
	Hosting	164
	Self-Service Process Mining	165
	Lessons Learned	165
	Challenge of Gathering Data	166
	Structural and Organizational Challenges	166
	Outlook	166
	Links and Further Reading	167
	19: Bayer: Process Mining Supports Digital Transformation in Internal Audit	169
	Challenge	169
	Use Cases	171
	Impact	174
	Technology	174
	Lessons Learned	175
	Outlook	177
	Links	178
	URLs	178
	20: Telekom: Process Mining in Shared Services	179
	Challenge	179
	Use Case	181
	Step 1: The First Implementations	182
	Step 2: Center of Excellence	182
	Step 3: Integration	183
	Step 4: Machine Learning	184
	Impact	184
	Technology	185
	Lessons Learned	186
	Outlook	188
	Links	188
	Part III: Outlook: Future of Process Mining	189
	21: Academic View: Development of the Process Mining Discipline	190
	Adoption of Traditional Process Mining Techniques	191
	Expanding the Scope of Process Mining	192
	An Inconvenient Truth	195
	Novel Challenges	200
	Process Hygiene	204
	References	204
	22: Business View: Towards a Digital Enabled Organization	206
	Present Trends	207
	Near Future	208
	Midterm Future	212
	Long-Term Future	213
	Vision of a Digital Enabled Organization	214
	About the Editor	216