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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Marc Kerremans
The Importance of Process Mining
in creating a Digital Twin of
an Organization

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What Is a Digital Twin
of an Organization
(DTO)?

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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.

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How to Create a DTO?

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Destination
Map
Time
Situation
Decision
The Concept of a Navigator

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Digital Twin of an Organization

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Components of a DTO
Products/
Services ClientsChannelsOperationsInputsSuppliers
Resources
Customer Experience Rate
Service-Level Agreement
SCP
Event
ERP
Event Event
CRM
External EventEvent

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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

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The Role of
Process Mining

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Start with Operations – Process Mining
Products/
Services ClientsChannelsOperationsInputsSuppliers
Resources
Governance

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How Will You Get
Business Value
From a DTO?

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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

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Global Retail Bank Results

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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.