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)
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.
Empowered interaction capability, concerted interaction capability.
Foundational free Patterns
Consider whether activities may be executed in parallel
Avoid shared responsibilities for tasks by people from different functional units
Collect similar work items and work in batches
Execute tasks when the grid is powered by renewable energy
Consider whether it is eco-friendly to let humans work over machines
Constraint-based task assignment
Allocate tasks considering business process execution constraints
Performance-based task assignment
Allocate tasks based on past performance: execution time and success
Experience-based task assignment
Delegate task according to experience: execution frequency, case involvement, interactions
Distribute tasks by interdepartmental interactions to enable or restrict involvement