Method and system for generating recommendations associated with client process execution in an organization

Patent metadata

Field	Value
Publication number	US-10404526-B2
Application number	US-201615270402-A
Country	US
Kind code	B2
Filing date	Sep 20, 2016
Priority date	Sep 20, 2016
Publication date	Sep 3, 2019
Grant date	Sep 3, 2019

Abstract

The disclosed embodiments illustrate methods and systems for generating recommendations for client process execution of one or more client processes corresponding to a plurality of clients of an organization. The method comprises retrieving an event log including event data captured during execution of one or more processes in the organization to service a plurality of clients of a predefined type. The event log is analyzed across the plurality of clients to determine cross-clientele information including a process compliance deviation between an observed and an expected client process execution of the one or more processes. Thereafter, a set of root-causes of the process compliance deviation is determined based on process models of the one or more processes and/or decision rules of the organization. Further, one or more recommendations for the client process execution of the one or more processes of the organization are generated, based on the set of root-causes.

First claim

What is claimed is:

1. A method for recommending a client process execution based on event log data pertaining to execution of one or more client processes corresponding to a plurality of clients of an organization, the method comprising:
retrieving, by one or more processors, an event log from a memory device, wherein the event log includes data associated with one or more events captured during execution of one or more processes in the organization, wherein the one or more processes correspond to services provided by the organization to the plurality of clients of a predefined type;
analyzing, by the one or more processors, the retrieved event log across the plurality of clients of the predefined type to determine cross-clientele information associated with the one or more processes, wherein the cross-clientele information includes at least a process compliance deviation between an observed and an expected client process execution of the one or more processes;
determining, by the one or more processors, a set of root-causes associated with the process compliance deviation of the one or more processes based on at least one or more process models of the one or more processes and/or one or more decision rules associated with the organization, and based on a skill matrix associated with one or more resources associated with the organization;
generating, by the one or more processors, one or more recommendations for the client process execution of the one or more processes of the organization, based on the determined set of root-causes; and
simulating, by the one or more processors, the client process execution of the one or more processes in the organization, based on one or more parameters associated with the one or more processes and one or more process models of the one or more processes, wherein the simulation is repeated using different values for the one or more parameters to yield a combination of results related to the client process execution of the one or more processes.

2. The method of claim 1 , wherein each of the one or more processes correspond to a workflow including one or more ordered tasks performed by one or more resources associated with the organization to provide a service to at least one client.

3. The method of claim 1 , wherein the predefined type corresponds to one or more of: a geographical region of operation of a client, one or more domains in which the client operates, a type of work that the client allocates to the organization, and/or a type of operational or functional relationship of the client and the organization.

4. The method of claim 1 , wherein the cross-clientele information associated with the one or more processes further comprises one or more of the one or more process models, a process complexity associated with the one or more processes, one or more bottlenecks associated with the one or more processes, and/or observed values of one or more performance metrics associated with the one or more processes.

5. The method of claim 1 , wherein the analysis of the retrieved event log further comprises one or more of: a process discovery analysis, a complexity analysis, a compliance analysis, and/or a performance analysis, associated with each of the one or more processes.

6. The method of claim 5 further comprising determining, by the one or more processors, the one or more process models of the one or more processes based on the process discovery analysis of the event log.

7. The method of claim 1 further comprising determining, by the one or more processors, the process compliance deviation based on the compliance analysis of the event log, wherein the process compliance deviation includes a deviation between expected and observed values of one or more of: one or more performance metrics, a control-flow related aspect, a data-related aspect, and/or a resource-related aspect of the client process execution of each of the one or more processes.

8. The method of claim 5 further comprising, determining, by the one or more processors, one or more process bottlenecks and/or observed values of one or more performance metrics, of each of the one or more processes, based on the performance analysis of the event log.

9. The method of claim 1 , wherein the one or more process models of the one or more processes are pre-determined for the organization and the predefined type of the plurality of clients.

10. The method of claim 1 , wherein the expected values of the one or more performance metrics is based on the one or more process models of the one or more processes and/or the predefined type of the plurality of clients.

11. The method of claim 1 , wherein the one or more performance metrics correspond to one or more of a set of Key Performance Indicators (KPIs) associated with a client and/or a set of Service Level Agreements (SLAs) associated with the client.

12. The method of claim 1 , wherein the set of root-causes is further determined based on an organizational structure of the organization.

13. The method of claim 1 further comprising receiving, by the one or more processors, the one or more parameters as a user input from a user, in response to a presentation of the generated one or more recommendations to the user.

14. The method of claim 1 further comprising determining, by the one or more processors, the one or more parameters based on the generated one or more recommendations and/or the one or more decision rules associated with the organization.

15. A system for recommending a client process execution based on event log data pertaining to execution of one or more client processes corresponding to a plurality of clients of an organization, the system comprising:
one or more processors configured to:
retrieve an event log from a memory device, wherein the event log includes data associated with one or more events captured during execution of one or more processes in the organization, wherein the one or more processes correspond to services provided by the organization to the plurality of clients of a predefined type;
analyze the retrieved event log across the plurality of clients of the predefined type to determine cross-clientele information associated with the one or more processes, wherein the cross-clientele information at least includes a process compliance deviation between an observed and an expected client process execution of the one or more processes;
determine a set of root-causes associated with the process compliance deviation of the one or more processes based on at least on one or more process models of the one or more processes and/or one or more decision rules associated with the organization, and based on a skill matrix associated with one or more resources associated with the organization;
generate one or more recommendations for the client process execution of the one or more processes of the organization, based on the determined set of root-causes; and
simulate, by the one or more processors, the client process execution of the one or more processes in the organization, based on one or more parameters associated with the one or more processes and one or more process models of the one or more processes, wherein the simulation is repeated using different values for the one or more parameters to yield a combination of results related to the client process execution of the one or more processes.

16. The system of claim 15 , wherein the cross-clientele information associated with the one or more processes further comprises one or more of: the one or more process models, a process complexity associated with the one or more processes, one or more

Assignees

• Conduent Business Services Llc

Inventors

• Prabhakara Jagadeesh Chandra Bose Rantham
• Gupta Avantika
• Chander Deepthi
• Ramanath Ajith
• Dasgupta Koustuv
• Garg Ashish

Classifications

• H04L41/069

  using logs of notifications; Post-processing of notifications · CPC title

• H04L41/5019

  Ensuring fulfilment of SLA · CPC title

• H04L41/065 Primary

  involving logical or physical relationship, e.g. grouping and hierarchies · CPC title