In order to know what needs to improve, you need a good analysis of your current way of working. What is the prescibed way of working. How people are actually working in the operation. And what is the effect of their way of working. (Intent, Exist, Effect).

In order to analyse there is one crucial pre-requisite; data. Do we have the data available to know what is intended, what is executed and what is the effect. For this we need data-minin. We must be able to extract data from multiple applications in order to be able to analyse it. To transfer data into information. Information which helps you to improve.