Ingka: Inspiring a Community for Open Exchange

In a world where we are all learning about what process mining is and where it can be effectively delivered, sharing what we’ve proven, what we have experienced and what we think is a tremendous opportunity. Because it gives us a chance to frame our thoughts, which is necessary when we are all moving forward so quickly and through the interactions, we can see how people interpret our messages to allow us to continually refine. Being able to communicate effectively and openly about our experiences helps everyone to build upon the learning of the community, not every learning needs to be made from first principles. This is true for the do-ers and deciders internally and externally. In this chapter, I’ll be using examples from the journey we’ve taken in Ingka. We have used an end-to-end metric called Perfect Order and a methodology around process mining, to analyze and improve our omnichannel retail operations to deliver the order perfectly from our co-workers to our customers. Ingka is the primary franchisee of IKEA, we are a retailer with 370-plus large stores in 30-plus markets, eCommerce and remote customer meeting points, and are working on getting closer to our customers with city-center stores.