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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

Establish a case-based mindset

Remove batch-processing and periodic activities from your business process

Reduce touchpoints

Reduce the number of contacts with customers and third parties

Isolate exceptions

Design business processes for typical cases and isolate exceptional cases from the normal flow

Fail Early

Order knock-outs by least effort and highest termination probability first.

Parallelize activities

Consider whether activities may be executed in parallel

Specialist-generalist

Consider to deepen or broaden the skills of resources

Green Compensation

Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.

Offer Customer self-service

Offer customers the possibility to serve themselves

Experience-based task assignment

Delegate task according to experience: execution frequency, case involvement, interactions

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