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)
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.
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.
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.
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.
Foundational free Patterns
Combine small activities into composite activities
Buffer external information and subscribe to updates
Delegate and optimize your operations
Execute tasks when the grid is powered by renewable energy
Offer a green alternative with the same outcome, utilizing different steps, resources, or partners, while retaining the previous existing process
Let customers interact with your organization whenever they want to.
Explore whether a process can easily be used for additional products or services
Assign tasks based on resources' roles in the organisation
Delegate tasks according to resource cost
Form cross-department teams for end-to-end case handling.
Let workers perform as many steps as possible for single cases
Establish a case-based mindset
Remove batch-processing and periodic activities from your business process
If capacity is insufficient, consider increasing the available number of resources