Process discovery during a BPM initiative suffers from Process Confabulation
. We may be experts in what we do, but when your expertise involves tacit knowledge, we can't always explain how we do it. If you are getting paid a decent salary, you can't admit that you don't (explicitly) know your job, so you make stuff up. There is no intent to deceive -- it is a natural result of our storytelling brain
. You will explain what you truly believe you and others around you do --- only it does not always match reality.
Some people are self-critical, and think they are inadequate and that they should be doing a better job. These people will tend to describe the better job that they think they should
be doing. They don't want to admit that they are cutting corners.
When you have someone who is well aware of what they do, they often present the sunny day example
of the process when all goes well, because they assume that the reason they got into problems in the past was a failure to implement the process, and an automated process will avoid those problems, and therefor we don't need to include any special considerations for the difficult cases.
If you do happen to try to ask people about the exceptional or failure cases, memory tends to draw up the most familiar cases, and does not give you a reasonable representation of the real distribution or frequency of such problems.
For all of these reasons, Process Mining (a.k.a. Automated Process Discovery) can be a great tool for uncovering what really has happening. Your fact-based, egoless, discovered process becomes the starting point, that everyone
can cooperate around improving.