# How Process Discovery Leads to Precision Training Opportunities .png?fit=crop&width=48&height=48&name=Favicon%20Primary%202%20(2).png) Skan AI Contributors 20 Jul, 2020 --- Process Discovery Enables Precision Training AI-generated audio --- #### Contents - [Computer Vision for Process Discovery:](/content/blogs/how-process-discovery-leads-to-precision-training-opportunities-skan#heading-0/index.html) - [Process Discovery Leads to Precision Training:](/content/blogs/how-process-discovery-leads-to-precision-training-opportunities-skan#heading-1/index.html) - [Here is another example of process discovery leads to precision training opportunities:](/content/blogs/how-process-discovery-leads-to-precision-training-opportunities-skan#heading-2/index.html) #### Traditional Training Methods Traditional training for employees can be generic and miss the mark. Process discovery uses AI to observe how people work and identify areas where they struggle. This allows for targeted training focused on specific skills or knowledge gaps. It is not a stretch to see how **process discovery leads to precision training opportunities.** Precision training is akin to [precision medicine](https://en.wikipedia.org/wiki/Precision_medicine). While broad-spectrum drugs have their place, precision medicine has revolutionized how ailments are targeted and treated – specific dose aimed at precise targets at scheduled times. Precision medicine increases efficacy and reduces side effects compared to broad-spectrum medicine. Similarly, generic training has its place, but the peanut butter spread approach diminishes the [ROI](https://trainingmag.com/trgmag-article/2018-training-industry-report/). Instead, precision training will increase efficacy, reduce cost, time, and effort and allow an employee not to feel stuck in an irrelevant training program. However, delivering precision training has not been possible due to a lack of observability and identification of the unique learning and development needs of individual employees. With the advent of cognitive technologies such as computer vision powering process discovery, it is possible to pinpoint where employees are having difficulties and identify nuggets of training that are precise and effective. That is what we at [Skan](/content/process-mining-software/index.html) solve for – observing every digital trace of human work and systems interactions and create a holistic picture of a process with evidence-based information that provides insight into time taken by individual associates at each step. Without evidence-based training needs assessment at an individual employee level, corporate learning and development teams in large enterprises designed training programs that are often broad and general as they lacked the understanding of the specific needs of organizations or individuals. New generation process discovery can pinpoint the needs of groups as well as individuals to tailor training or just-in-time, on-the-spot tutorials to help associates overcome the challenges. ## Computer Vision for Process Discovery: The concept behind computer vision is an unobtrusive observation of every human interaction with systems and compiling a process metamodel from the digital footprints of all activity. However, while using computer vision for process discovery, an often overlooked benefit is the ability for process mining and process discovery to identify learning and development opportunities that are precise and pinpointed. Let’s assume the process discovery involves 100 agents who in the accounts payable of a large multinational firm spread across three locations. A typical process discovery endeavor will involve placing unobtrusive probes (or VPA - virtual process analysts) on the terminals of agents who are a part of the study. Then the VPAs record every human and system interaction and capture images of such events. Through advanced image analysis, a process model emerges with standard variants that are necessary to accommodate specific workflows and decision points. ### Process Discovery Leads to Precision Training: For example, let’s assume for activity 8, the average time of completion is 12 minutes, but 4 of the 20 team members in that group are consistently beyond the expected norm – say 18-22 minutes. After examining the process steps and actions, it may reveal that the four team members are not familiar with how to build and use a pivot table. A training of one hour will resolve the issue and help boost productivity. ### Example of Process Discovery Precision Training: Assuming, the team in Mexico is taking 30-minutes per case, while Ireland is at 32 minutes and the Philippines is at 44 minutes. Examining the process reveals that the teams in Ireland and Mexico had comprehensive training on the new system upgrade, whereas the Philippines team has yet to complete the same exercise. Now, let’s look at how even nuanced behavioral patterns can be identified through a more in-depth process analysis. Discussing with an agent who is raising exceptions from the claims cases may reveal behavioral misunderstandings about claims being a part of doing business and customer satisfaction impacting reputation. Evidence-based process documentation will help teams train the workforce on real processes. Reality-based process documentation is also an invaluable input to groups trying to automate, transform, or outsource operations. We at Skan are excited about the possibilities and the power of process discovery leading to precision training opportunities.