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.
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Foundational free Patterns
Consider automating activities
Reduce the number of contacts with customers and third parties
Form cross-department teams for end-to-end case handling.
Establish standardized interfaces
Consider a standardized interface with customers and partners
Avoid shared responsibilities for tasks by people from different functional units
Collect similar work items and work in batches
Preference-based task assignment
Let people do what they love to do
Constraint-based task assignment
Allocate tasks considering business process execution constraints
Distribute tasks by interdepartmental interactions to enable or restrict involvement