Telekom: Process Mining in Shared Services

Abstract

In 2016, Deutsche Telekom Services Europe decided to improve the analytics capabilities in one of the most important internal e2e processes. As a shared service center is typically focused on e2e process performance, one major attempt was the implementation of a Process Mining software in order to further improve the efficiency. The idea was to investigate our core processes, to find out where to shorten lead times, reduce complexity, and make the processes more efficient. During the implementation it then turned out that our shared service could benefit far more from this technology: We built operational steering capabilities, which led to concrete savings. We were able to bring our reporting and analytics capabilities on a new level. And we helped to position our shared services internally as a driver for digitalization. Of course, the road towards this was paved with a lot of challenges like workers’ council negotiations, internal constraints, and technical challenges—just to mention a few of them. At the end that all paid-off—we saved a lot of money in our operations, were able to establish a new digital steering solution, and we now have a flexible and powerful reporting solution at hand.

Links

• Interview at the SAPHIRE Now conference 2018: https://www.youtube.com/watch?v=wMGk8TZFG10&feature=youtu.be

• Process Mining Story Telekom: Turning Process Transparency into Procurement Leadership: https://www.youtube.com/watch?v=k7ldNIRz99A

• LinkedIn Profile: https://www.linkedin.com/in/gerrit-lillig/

• Article from our CFO of Telekom Deutschland: https://www.linkedin.com/pulse/process-mining-organic-transformation-opportunity-klaus-werner

• Interview on Digitalization (in German language only): https://beschaffung-aktuell.industrie.de/news/digitalisierung-ist-kein-selbstzweck/