Appoint case managers

Assign a responsible individual for handling each case type

Assign a person as a manager for a case who is responsible and accountable for all decisions taken during the process execution

Reijers, H., & Liman Mansar, S. (2005). Best practices in business process redesign: an overview and qualitative evaluation of successful redesign heuristics. Omega, 33(4)

Description

The Case Manager plays a crucial role within the business process, serving as a central point of coordination and oversight for a specific case. This role entails managing the case from initiation to resolution, ensuring that all necessary steps and actions are carried out effectively and efficiently.

The Case Manager serves as the primary contact for the case, facilitating communication and collaboration among various stakeholders involved. They gather relevant information, analyze the case requirements, assign tasks to appropriate resources, and monitor the progress and quality of work items.

While the Case Manager takes responsibility for the case, it is important to note that they may collaborate with and delegate tasks to other resources within the process, such as subject matter experts or specialized teams. This collaborative approach ensures that the case is handled comprehensively, leveraging the expertise of different individuals while maintaining centralized oversight and accountability under the guidance of the Case Manager.

Example

An organisation assigns a new resource as a recruitment process manager responsible for decision-making related to process flow, resource allocation, data handling, and other relevant decisions.

Implementation

Involves identifying the process to be managed, selecting a suitable resource as the case manager, providing the necessary authority and resources to carry out the responsibilities, and ensuring effective communication and collaboration among the resources involved.

        
Key Takeaways
      
                1
              
            Central Coordination
            The Case Manager serves as the central point of coordination and oversight for a specific case within the business process.
          
                2
              
            Communication Hub
            Acting as the primary contact, the Case Manager facilitates communication and collaboration among stakeholders involved in the case.
          
                3
              
            Task Assignment
            The Case Manager assigns tasks to appropriate resources, ensuring that work items are distributed efficiently.
          
                4
              
            Progress Monitoring
            They monitor the progress and quality of work items, ensuring timely and effective resolution of the case.
          
                5
              
            Collaborative Approach
            While the Case Manager takes responsibility, they may collaborate with and delegate tasks to other resources within the process, optimizing expertise and efficiency.

Performance considerations

The primary objective of this heuristic is to enhance the external quality of a business process. By appointing a case manager as a single point of contact, the process becomes more transparent from the client's perspective, resulting in improved client satisfaction. Additionally, having someone accountable for rectifying mistakes can positively impact the internal quality of the process. It is important to note that assigning a case manager carries financial implications due to the allocation of resources for this role.