Overcoming Resistance when Introducing Process Mining in your Organization

One of the advantages of Process Mining is an increased transparency. Not everybody will immediately be enthusiastic about that, but with the right approach and anticipation of resistance Process Mining can be used effectively.
While Process Mining software can display features of a plug ‘n’ play solution, there are necessary conditions to consider when introducing it to your business. It must be aligned with the organization’s mindset and connected to their digital transformation goals. Like any (technology driven) change it needs proper organizational change management to be adopted by the business. Process Mining can often be best used as an advisory tool.
Here are minimum steps to consider, beyond the technology itself, when introducing Process Mining into an organization.

Create Buy-in and ensure broad involvement

Like the introduction of every other new and innovating concept, Process Mining often encounters skepticism. Heads of Innovation and Process Excellence Leads, often responsible for introducing data-driven initiatives into an organization, need to manage the intangibles of a digital transformation and are more often the ones who need to secure buy-in from others. The successful
introduction of Process Mining involves more than just finding the right technology; it involves proper communication with stakeholders at all levels.
A brief overview of project goals and structure can diminish resistance at later stages. A demo and/or Proof of Concept can help to find buy-in and executive support.
In house champions will be key to your communication strategy and getting things done at the right time.
Include all stakeholders. Seek input from blue collar as well as white collar team members. Their cooperation and openness to change will determine the ultimate success of business process improvement (BPI) within their specific domains., it is essential not to ignore any stakeholders.

Provide a Proof of Concept

A demo and/or Proof of Concept can help to generate buy-in and executive support. Showing the functionality of Process Mining and the benefits it can bring helps in reducing anxiety and makes it easier for participants to visualize potential benefits.

Set realistic goals and do not overpromise

It is common for Process Mining to start as a bottom-up initiative, often beginning with a group of enthusiastic employees who want to implement change, and are already at ease with digital transformation initiatives. Overpromising can hinder early adapters from building a case from a value-add perspective. Define clear plans and realistic goals and communicate them properly. Be realistic about the availability of data, quality of IT systems, and remain aware of scope creep. Unattainable expectations may cause a Process Mining project to fail before it’s been given the appropriate time to prove business value. Not only will this create more resistance, it may decrease the enthusiasm of those already onboarded stakeholders.

Stress the need for objectivity

Managers in charge of Business Processes tend to believe what exists on paper must exist in reality and assume their processes work as designed. They might lean towards skepticism when faced with transparency deep dives, and when they feel their competency is being questioned. Position the introduction of Process Mining as a need for an objective, analytical approach for improving upon an existing process model. Stress the need for objectivity and express the bigger picture goals of process mining while creating the opportunity for people to adapt. It’s quite normal behavior to question situations when we feel loss of control. Anticipating this and communicate adequately about it will improve acceptance.

Introduce Process Mining Technology as an advisory tool

Business Process Improvement (BPI) has been around, for a long time, while Process Mining technology is relatively new. It takes a bold approach to BPI with vocabulary like Big Data and Machine Learning. It helps to Introduce Process Mining into your organization as an advisory tool, not a replacement, to mitigate the unfamiliarity with Process Mining.
Process Mining technology is a beneficial tool aimed to explore lost opportunities, missed revenue and unchecked costs. It intends to help and inform managers, not to replace them. When positioned like this, rather than the robotic automation coming to replace humans, Process Mining software will be more readily accepted as any other technology.
Set your process mining initiative up for long-term success by including these critical steps in the introduction. Talk to one of our experts if you want to learn more.

Talk to one of our experts to understand how we can support your organization in achieving Business Transformation success through Process Mining.

Eric Hellemons
Call: +31 6 18 84 61 98
E-mail: eric.hellemons@squadra.nl

Enno Kroesen
Call: +31 6 38 78 79 57
E-mail: enno.kroesen@squadra.nl

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