ValueNet Works Predictive Analytics
Identify workflow cases that are predicted to fail workflow performance standards – far in advance
of normal alert and notification systems.
Our custom enterprise solutions can identify critical
deviations in individual work package or case
performance up to 90% earlier than existing
workflow alerts.
An Innovation in workflow and case management
Hidden network patterns of human interactions drive process performance. The ValueNet Works enterprise solutions are based on applying value network and social network analytics to a case or work package at various phases of its life cycle.
Network indicators go beyond the linear- and time-driven indicators of workflow performance. They integrate the difficult-to-monitor aspects of human interactions with formal workflow transactions. The result is a fresh set of insights without the heavy costs of installing whole new systems. Our highly advanced and innovative analysis engine distills critical intelligence from default workflow system queries.
Managers and other users can effectively pre-empt failure early in the case life cycle. Early corrective action is easier and cheaper than later. Without this predictive capability, alerts often focus only on workflow cases that have already failed their SLA or are about to do so. This leaves little time for correction and diverting resources to fix problems is costly.
Predictive analyics and exceptions management
Bring a new approach to advanced exception management.
Deploy new metrics and pattern recognition techniques.
Use network pattern exceptions as emergent indicators for work flows at risk.
Prediction Report
Our custom ValueNet Works enterprise solutions provide easy, fast, and low-cost approaches to solving case and workflow performance issues. A custom Prediction Report contains early warning of workflow failure, suggesting specific action items for immediate issue resolution. This warning allows valuable time for action to return a case or work package to normal parameters. The result is increased capacity to meet internal and external SLA or performance standards.
The Prediction Report:
Lists open cases in your workflow system that will probably fail to meet configured SLA thresholds.
Prioritizes the identified cases.
Provides suggestions for activities to return the case to normal parameters.
The Prediction Report can be configured to support multiple products and is customized for your product and workflow system.
An example: meeting service level agreements (SLAs)
Meeting SLAs is a crucial performance measure for organizations. It is becoming increasingly difficult to effectively avoid over- or under-delivering on time to resolution. Yet service managers must meet planned costs, deliver the promised customer or employee experience, and resolve quality issues.
Meeting SLAs requires understanding the underlying human-centric interactions as well as the technology-enabled workflow. It requires applying a reliable performance management and governance process. Traditionally this has been achieved through automatic or manual alert and notification systems that are focused on single processes in a workflow system. In complex process environments, however, there are many interdependent processes working in parallel. Managing from an integrated systems perspective such as predictive value network modeling is essential.
A Simple Governance Process
The ValueNet Works enterprise solutions provide a low-effort governance process that allows for continuous and easy monitoring of workflow performance.
It consists of running an hourly, daily, or weekly default query on the workflow system. Then the query results are uploaded to the ValueNet Works application to create a custom configured Prediction Report. The Prediction Report spreadsheet can be evaluated in depth for specific interventions to improve case performance.
See also: Enterprise Solutions
Fast Implementation
Implementing the ValueNet Works enterprise solution will take only a few days per product. Minimal effort is needed to identify the critical workflow systems and data. In this timeframe, with your project team, we identify the critical indicators, value network patterns, and thresholds – and configure your Prediction Report. Your internal analysts can be trained in just hours to monitor and govern the process.
Before your purchase we will work with you to determine whether your context is suited for predictive analysis.
1. Configure
Evaluate performance of current system.
Determine KPIs, thresholds, and priority groups.
Configure Prediction Report.
2. Validate
Test KPIs, thresholds, and priority groups
Determine how accurate Prediction Report is. Goal: 80%
Calibrate BI tool.
Train users in report creation process.
3. Implement Monitoring
For pricing and more information contact us.
FAQs about the ValueNet Works Enterprise Solutions
What workflow systems can be evaluated using the ValueNet Works Enterprise Solutions?
An enterprise solution can be used for evaluation of any workflow components that can provide, in a single query, information such as case ID, case status, user ID, and time stamps. An enterprise solution can support any functional area such as customer support case workflows, logistics, supply chain, production, Service Level Agreement (SLA) management, sales management, marketing, etc.
How many work products are considered in the Prediction Report?
Every work product requires configuring a unique Prediction Report because network configurations differ by product. Should regional, seasonal, time window, or departmental differences exist these will require unique Prediction Reports as well. Each enterprise solution license allows one work product configuration and one user. Costs for multiple configurations are lowered significantly with a dedicated server solution.
What if I want to see multiple work products in my Prediction Report?
You need one Prediction Report per work product. Each Prediction Report is secure and is available to one or more users. A licensed user may view an unlimited number of Prediction Reports. The Prediction Report is generated in Microsoft® Excel (license purchased separately) and can be circulated and edited at will.
What if I have many work products? Is there a more economical solution?
If you are working with more than 10 products or Prediction Reports we recommend purchasing our dedicated server solution, accessible either as SaaS or hosted inside your firewall. Each dedicated server allows you to set up an unlimited number of Prediction Reports with multiple licensed users.
How does the implementation work?
The product is implemented by a qualified ValueNet Works integration partner, who has understanding of the context and may or may not work on site. ValueNet Works supports that integration partner to configure the solution.
How quickly can we install this solution?
We or our integration partner will work with you to develop timelines, milestones, and details of all deliverables. Estimate for a typical work product configuration completion is 10 working days.
Does installation require your team onsite?
It is rare that any travel to your site will be required for work product configuration and license setup. ValueNet Works enterprise solutions licenses for multiple products that require a dedicated server implementation are more likely to require a minimal amount of onsite work. Should any travel be necessary, expenses would need to be reimbursed.
What is the typical role required in the customer organization to configure and work with the ValueNet Works Enterprise Solutions application? What is the minimal amount of process knowledge and performance management (or SLA management) needed to comprehend this solution?
Our solutions are designed to be used by non-expert assistants to customer support or case management. A solution can also be used by analysts. No specific process knowledge or SLA management skills are needed to comprehend the solution on an operational level. Using the solution requires about ten minutes of work to generate each Prediction Report. Training to do this, which is provided with the implementation, is accomplished in an hour or two.
How is a ValueNet Works enterprise solutions recalibrated?
Recalibration takes approximately two working days and requires 12 months of data. A ValueNet Works enterprise solution is recalibrated by ValueNet Works for a services fee. A dedicated server implementation allows your own analysts to recalibrate the solution.
Can I explore cases in more depth?
Yes. The data is downloadable to a spreadsheet that can be edited and uploaded to the ValueNet Works Professional Edition for further analysis, using the standard features, functionality, analytics, visualizations, and reports.
Is the analysis "real-time"?
Experienced users can create the Prediction Report within 10 minutes of accessing your workflow application query data.
What languages are supported?
Data drawn from workflow applications and used in the ValueNet Works application can be in any western language. The Prediction Reportinput and output spreadsheet templates can also be implemented in these languages.
Can the reports show groups of work products? Sometimes in the course of troubleshooting, comparison is critical.
The Prediction Report can be configured to track multiple case attributes such as work products, regions, etc. In the initial configuration stage those that can be grouped are identified. Some should not be grouped because their network performance patterns are not sufficiently similar.
Is there a way to multi-track attributes? For example, can the Prediction Report be configured to track the support ticket being worked on and the client being updated? Can the report be configured for a generic problem?
The Prediction Report can be configured to track all the key attributes of a case, such as location, team, severity level, ticket number, customer, initial solution script applied, etc. A specific type of problem can be tracked like any attribute.
How are shift changes and multiple workers handled?
The Prediction Report is configured in a time window in the case life-cycle. The time window begins after First Call Resolution (First Level Support) has not been successful. The time window closes when the case is resolved and the incident management process is closed. All changes of workers are handled based on their employee identifier.
The ValueNet Works enterprise solutions appear to work best with client environments where there is a workflow system in place that tracks customer cases or work packages and assigns workers or teams that must provide a solution. Is this correct?
Yes, this is an ideal environment for the solution. The number of roles or participants involved in a case is one of several factors considered when configuring the solution. Other dimensions are performance requirements, cases status changes, and other case attributes that may be defined as relevant in the configuration phase. Additionally, network indicators themselves (reciprocity, resilience, value creation, etc.) are considered for relevance when configuring the application.
Can the Prediction Report become a training aid for employees and a process improvement tool for managers - so the longer it's used, the fewer failures are predicted?
Cases that are flagged as being at risk can be examined in detail with the standard functionality of the ValueNet Works application. Performance issues can be identified from the perspective of work organization, roles, processes, and specific interactions. With training, this deeper examination of at-risk cases allows employees to see and correct pending performance issues more easily. The goal should be to continuously reduce the number of at-risk cases.
Contact us for pricing and more information.
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