Offer Customer self-service
Offer customers the possibility to serve themselves
Frank, L., Poll, R., Röglinger, M., & Lea, R. (2020). Design heuristics for customer-centric business processes. Business Process Management Journal, 26(6)
Description
Companies should offer customers the possibility to perform tasks included in business processes that have previously been performed by employees. When implementing this heuristic, companies should consider whether customers can choose between self-service and the traditional process. Companies must also consider that not all tasks included in business processes can be performed by customers.
Performance considerations
Empowered interaction capability, concerted interaction capability.
Share this pattern
Related Case Studies
Enjoy these
Foundational free Patterns
If capacity is insufficient, consider increasing the available number of resources
Elevate physical constraints by applying new technology
Delegate and optimize your operations
Consider whether activities may be executed in parallel
Execute tasks when the grid is powered by renewable energy
Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.
Reassign tasks along the organisational hierarchy
Experience-based task assignment
Delegate task according to experience: execution frequency, case involvement, interactions