Boosting data-driven culture through process mining

BAC is the biggest bank in Central America, and its headquarters are in Costa Rica. Gerardo is the head of optimization, and Rafael is a senior process engineer. Together, they analyzed the bank account opening process at BAC. They focused on the manual process steps to identify process improvement opportunities.

Even if a case meets all the individual departments' SLAs, Gerardo and Rafael found that the customer's result can be bad. By analyzing the process from an end-to-end view, they shifted the perspective to the customer experience. As a result, they reduced throughput times by 53%, avoided reprocessing in 69% of the cases, and increased closing rates by 41%.

They achieved all this by bringing the department managers together in workshops. In these workshops, they analyzed the process from a holistic perspective. They looked at defects, waiting times, and over-processing. This joint analysis and the resulting discussions built trust and enabled them to find cross-departmental compromises that improved the overall process.

1. Rafael Herrera
Gerardo Rodríguez
Boosting data-driven culture
through process mining

2. •+70 years
•~ 19K Employees
•~ 5 M Customers
Values
Passion Integrity
Excellence
Process Mining
BAC is the largest bank of Central America

3. Our starting point
Bank Account Opening Process
Customer submits
account application
Documentation Profile Analysis Open Account
<<<<<
< 95% 5%
Focus on the
Manual process

4. Throughput time↓53%
↓69%
Reprocessing
↑41%
Closing Rate
+ $4 M
Demand
deposits

Which lead us to
6 months

5. New
Experience
Previous
Customer
Experience
Jan 23 – May 23 Nov 23 – Feb 24

6. How we got there
1. Workshops

7. •Business
•OPS
•IT
•Strategy
Stakeholders in the
same place
•IT
•Strategy

8. ≠ KPI´s

≠ Metrics
Calendar days
Processed Cases
Service Level Agreement
Workdays

9. Documentation
Switching the perspective
SLA
Profile Analysis
SLA
Open Account
SLA
Customer Experience
?
Customer Exp.
64%

10. Defects
Waiting
Over Processing

•Documentation
•Customer time
•Control over control
Process mining insights

11. •Trust
•Compromise

12. 2. Centralization

13. Weekly updates
Improving accountability
All the information in the
same place

14. •DMAIC Projects
•IT Solution
•Evaluate controls


Defects
Waiting
Over Processing
Working as one

15. 4.The key

16. Correct Data
Wrangling
Dynamic
Analysis
<<<<<<<<<
<<<<


Actions

17. Scale up the
results to more
products
What’s next?

18. Thank you