Process mining can add value to any kind of industry, process, or organisation. The successful project Apolix did for Rotterdam’s iconic zoo, Diergaarde Blijdorp, is a great example of this. As a result of the corona measures Diergaarde Blijdorp has been closed most of 2020. These unprecedented times take a large financial constraint on many organisations; therefore, we were very proud to be able to help with analysing and optimising their maintenance process.
Within a zoo it is incredibly challenging to keep track of all reparations, due to its size, installations, team members and external vendors. To tackle this problem Diergaarde Blijdorp bought an Enterprise Asset Management (EAM) software over ten years ago. The goal was to fully understand what is happening, when steps are taken, and why people make certain decisions within the maintenance process. The zoo believed this control would boost efficiency, ensure accurate budgeting and ultimately save costs.
With the EAM software, Diergaarde Blijdorp standardised their process and gained the ability to track individual tickets, hours and costs. Within their EAM, employees create tickets to notify maintenance team when something breaks. The employee’s manager checks the validity of the claim and approves the ticket. Here, the maintenance team researches the issue and assigns an internal mechanic or requests the support of an external vendor. Once resolved, the ticket is closed, and the employee receives an update notification. It seems straightforward; however, it turns out that in reality this is not the case.
Over ten years later, it remains hard to keep track of tickets, budgets are difficult to forecast and most reparations are reactive rather than proactive. Despite the fact that Blijdorp is aware of the improvement potential, it does not know what exactly goes wrong and why. In order to pinpoint what is happening, we conducted a Process Mining on their maintenance process!