(such as Pallas Athena, Software AG, Futura Process Intelligence, Fluxicon, Businesscape, Iontas/Verint, Fujitsu, and Stereologic).

Provides insight. For the past 10
years we have used ProM in more than
100 organizations, including munici-
palities (such as Alkmaar, Harderwijk,
and Heusden), government agencies
(such as Centraal Justitieel Incasso
Bureau, the Dutch Justice Depart-
ment, and Rijkswaterstaat), insur-
ance-related agencies (such as UWV),
banks (such as ING Bank), hospitals
(such as AMC Hospital in Amsterdam
and Catharina hospital in Eindhoven),
multinationals (such as Deloitte and
DSM), high-tech system manufac-
turers and their customers (such as
ASML, Philips Healthcare, Ricoh, and
Thales), and media companies (such
as Winkwaves). For each, we discov-
ered some of their processes based
on the event data they provided, with
discovered processes often surprising
even the stakeholders. The variability
of processes is typically much greater
than expected. Such insight repre-
sents tremendous value, as unexpect-
ed differences often point to sources
of waste and mismanagement.

events, all with timestamps; Figure 4 outlines how frequently the different paths are used in the model. The different stages, or “places” in Petri net jargon, of the model include color to highlight where, on average, most process time is spent; the purple stages of the process take the most time, the blue stages the least. It is also possible to select two activities and measure the time that passes between them. On average, 202.73 days pass from completion of activity “OZ02 Voorbereiden” (preparation) to completion of “OZ16 Uitspraak” (final judgment); this is longer than the average overall flow time of approximately 178 days. Approximately 416, or 56%, of the objections follow this route; the other cases follow the branch “OZ15 Zelf uitspraak” that takes, on average, less time.

Diagnostics, as in Figure 4, can be used to improve processes by removing bottlenecks and rerouting cases. Since the model is connected to event data, it is possible to drill down immediately and investigate groups of cases that take notably more time

Figure 4. Performance analysis based on 745 appeals against the Woz valuation.

Purple places indicate
bottlenecks in the process.

Blue places indicate phases in the process that take little time.

Average time
required to move
from one selected
activity to another.