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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Assign a responsible individual for handling each case type
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Collect similar work items and work in batches
Workload-based task assignment
Allocate tasks based on individuals' incomplete workload
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Delegate task according to experience: execution frequency, case involvement, interactions
Allocate task based on past feedback or quality metrics