Process Mining Collective Behaviordisco operational-drifts quality-of-service services
By Anne Rozinat
Telefónica is a global telecommunications company, with more than 300 million customers in 21 countries. The management of their portfolio of digital services involves a variety of teams. They are complex organizations working around the clock, both globally and locally. These groups follow sets of rules and protocols, and their compliance can be analysed with data-driven techniques, including process mining.
Detecting operational drifts is a very challenging task. Slow changes in the informal culture of groups are not dramatic enough to produce a sharp impact on quality of service. They are not easy to detect, even for experienced analysts, because they do not change the overall process map. To make the problem harder, the analysis team has to survey dozens of different services, so it needs a reliable early indicator of anomaly.
Case study details
- Telefónica I+D
- Case study year:
- Latest update:
- 7 January 2020