Process Mining for Field Service Management
Summarize
Summary of Process Optimization for Field Service Management
Integrating the Process Optimization application with Field Service Management (FSM) allows for the analysis of processes linked to KPIs and identification of bottlenecks in work order tasks. The application generates business process flows from work order task data, enabling process owners to perform detailed analyses and gain insights to enhance business outcomes.
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Key Features
- Process Optimization Content Pack: Activate using the com.snc.fsmprocessoptimization plugin for enhanced FSM analysis.
- Analyst Workbench: Required roles include snprocessoptimizationviewer, snprocessoptimizationadmin, snprocessoptimizationanalyst, and snprocessoptimizationpoweruser to access visualized process workflow data.
- Pre-built Optimization Project: Includes a predefined Work order tasks process model that filters tasks from the last two quarters, with options for customization.
- Activity and Breakdown Definitions: Utilize these definitions to analyze state transitions and filter records by various categories such as agents and locations.
- Integration with Continual Improvement Management (CIM): Track improvement initiatives for work order tasks via the CIM project in the Analyst Workbench.
- Performance Analytics Integration: Link the Process Optimization application with Performance Analytics indicators based on work order task data for enhanced reporting.
Key Outcomes
By implementing Process Optimization for FSM, customers can expect to identify inefficiencies in work order tasks, optimize processes, and drive continual improvement initiatives. Leveraging data insights will facilitate informed decision-making and enhance overall service delivery performance.
Integrating the Process Mining application with the Field Service Management application enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with work order tasks.
Process Mining for FSM creates business process flows from the work order task data in audit trails, allowing process owners to perform in-depth analysis and discover process insights to improve business outcomes.
Use Process Mining Content Pack for FSM (com.snc.fsm_process_optimization) plugin to activate Process Mining Content Pack for FSM. For more information, see Additional plugins for Field Service Management.
End user and roles
If you have the required roles, you can use Analyst Workbench to access the visualized process workflow data, and tools for analyzing the data related to customer service cases. For more information, see Overview of the Analyst Workbench.
- sn_process_optimization_viewer
- sn_process_optimization_admin
- sn_process_optimization_analyst
- sn_process_optimization_power_user
Optimization project for work order tasks
The Process Mining Content Pack for FSM adds a pre-built project that includes a predefined Work order tasks process model definition for work orders. By default, the Work order tasks project filters work order tasks for the last two quarters. You can also configure a new process project based on the pre-built project.
- Use activity definitions to understand state transitions such as tasks transitioning from the work in progress state to the solution proposed state.
- Use breakdown definitions to filter records and analyze a process map by categories. For example, you can filter the work order tasks data by agents, assignment groups, and locations.
Continual Improvement Management initiative for work order tasks
If the Continual Improvement Management (CIM) application is enabled, you can also use the CIM project from the Analyst Workbench to track the progress of improvement initiatives for work order tasks. The improvement initiative and Process Mining model are automatically linked. For more information, see Integration with Continual Improvement Management.
Performance Analytics for work order tasks
If the Performance Analytics application is enabled, you can also use the available template configurations to open the Process Mining application from a Performance Analytics (PA) indicator based on the work order task data. For more information, see Integration with Performance Analytics (PA).