The Work Your Systems Don’t See
How process mining revealed manual work and traceability gaps across an Order-to-Cash process.
The Challenge
A perfume and beauty products distributor wanted to improve operational efficiency, with particular attention to approval workflows and customer credit management.
The company already had digital systems supporting Order-to-Cash, but not all of the actual work was happening inside them.
The analysis covered 10,955 sales orders and 66,752 recorded activities.
The objective was to evaluate cycle time, rework, compliance, and the way different factors such as brand, credit limits, sales order value, roles, and errors affected the process.
The company already had digital systems supporting Order-to-Cash, but not all of the actual work was happening inside them.
The analysis covered 10,955 sales orders and 66,752 recorded activities.
The objective was to evaluate cycle time, rework, compliance, and the way different factors such as brand, credit limits, sales order value, roles, and errors affected the process.
What We Did
Within a three-week project, operational data was converted into a digital process model and analyzed for SLA performance and process deviations.
One of the main findings was that manual activities performed outside core systems were creating traceability gaps, adding delays, and increasing workload.
These activities could appear harmless individually, but collectively they made the real Order-to-Cash process different from the workflow visible in the system.
The Opportunity
The analysis identified areas where additional automation, better process control, and deeper visibility could reduce deviations and unnecessary manual work.
The goal was not to automate everything, but to first understand why employees were leaving the formal workflow and which of those activities could be improved or brought back into the system.
The goal was not to automate everything, but to first understand why employees were leaving the formal workflow and which of those activities could be improved or brought back into the system.
Impact by the Numbers
- 66,752Events
- 10,955Sales Orders
- 3 weeksProject Duration
Make invisible operational work visible
Alberta, Canada
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