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© 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and it...
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The Rise of Process Mining in the Era of the Digital Twin of an Organization (DTO) - Gartner

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The market for process mining has excelled in recent years due to a few key trends including the formation of DTOs for transformation and continuous improvement. Kerremans will explain how companies that are using DTOs successfully start small and work incrementally as Celonis customers have done to create a digital twin of a single operation, starting with a focus on process mining, then monitoring ongoing operations and optimizing the way end to end processes work.

Presenter:
Marc Kerremans, Senior Director, Gartner

Watch here: https://www.youtube.com/watch?v=yyts_srs_zc&t=1h23m57s

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The Rise of Process Mining in the Era of the Digital Twin of an Organization (DTO) - Gartner

  1. 1. © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see "Guiding Principles on Independence and Objectivity." Marc Kerremans The Importance of Process Mining in creating a Digital Twin of an Organization
  2. 2. 1 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. What Is a Digital Twin of an Organization (DTO)?
  3. 3. 2 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. Digital twin of an organization is a dynamic software model of any organization that relies on operational and/or other data to understand its state, respond to changes, improve operations and add value.
  4. 4. 3 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. How to Create a DTO?
  5. 5. 4 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. Destination Map Time Situation Decision The Concept of a Navigator
  6. 6. 5 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. Digital Twin of an Organization
  7. 7. 6 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. Components of a DTO Products/ Services ClientsChannelsOperationsInputsSuppliers Resources Customer Experience Rate Service-Level Agreement SCP Event ERP Event Event CRM External EventEvent
  8. 8. 7 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. Suppliers Central Office Third Parties Subsidiaries Intermediaries Inputs Client Requests Change Requests Complaints Clients One-Income Families Retired Singles Two-Income Families Operations Onboarding Underwriting MG Executing MG Accepting MG Offering MG Linear MG Life MG Bank Savings MG Investment MG Credit MG Products Savings MG Channels Mail/Post Internet Call Direct Sales Branches Example
  9. 9. 8 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. The Role of Process Mining
  10. 10. 9 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. Start with Operations – Process Mining Products/ Services ClientsChannelsOperationsInputsSuppliers Resources Governance
  11. 11. 10 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. How Will You Get Business Value From a DTO?
  12. 12. 11 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. Destination Map Performance Situation Value DTO Global Retail Bank • Differentiating customer experience • New services • Innovation • New business models • Customer empowerment • The design of a (new) Operating Model to better meet the customer requirements • End-to-End performance of customer requests, into operations and even at individual workplace level • A drive for standardization in order to innovate faster (e.g. product rationalization) • Digitalization of value chains • Capture all the customer and context data through all interactions in all channels • New KPIs to reward and recognize success • Combination of customer metrics, operational metrics, employee metrics and financial metrics • The move to real- time operational processes, reporting and decision making • Capture daily events and re-use them in a smart way in the customer journeys • Arrears: first moment of contact within 1 week +25% • Investments: drop outs -15% • Daily banking: automated processing +20% • Mortgages: reliability of delivery +45% • Customer Information: reliability of delivery 99% • Business lending: reliability of delivery +17% • Loans: Return to customer -60% Case Examples of a DTO
  13. 13. 12 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. Global Retail Bank Results
  14. 14. 13 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. Recommendations  Use a DTO to guide business leaders in managing their digital business transformation initiatives by connecting the organization’s objectives with the organization’s operations and providing the relevant monitoring in order to make smarter decisions.  Start with a limited market/channel/process organization such as a department, a business unit and consider the operations as a fundamental constituent.  Process mining provides a first step to discover optimization opportunities in a very fast manner and at the same time prepares for the next level of maturity expanding further into the organization.
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    Jul. 19, 2021
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    Apr. 13, 2020
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    Nov. 3, 2019
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    Jun. 16, 2019
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    May. 9, 2019

The market for process mining has excelled in recent years due to a few key trends including the formation of DTOs for transformation and continuous improvement. Kerremans will explain how companies that are using DTOs successfully start small and work incrementally as Celonis customers have done to create a digital twin of a single operation, starting with a focus on process mining, then monitoring ongoing operations and optimizing the way end to end processes work. Presenter: Marc Kerremans, Senior Director, Gartner Watch here: https://www.youtube.com/watch?v=yyts_srs_zc&t=1h23m57s

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