Empower workers for more decision-making authority
Give workers most of the decision-making authority instead of relying on middle management
Reijers, H., & Liman Mansar, S. (2005). Best practices in business process redesign: an overview and qualitative evaluation of successful redesign heuristics. Omega, 33(4)
In conventional processes, significant time is used to approve others' work. Granting employees autonomy can lead to streamlined operations and quicker workflows.
To streamline the insurance claim process, resources are empowered to make decisions in place of middle management, reducing approval bottlenecks.
To empower resources, gather information about their capability, productivity, collaboration, and utilisation. Based on this information, identify resources capable of making decisions and provide them with the necessary authority. Communicate the reasons behind the decision to empower resources and the expectations and constraints associated with the decision-making authority.
However, this approach might yield lower decision quality and miss obvious errors. When mistakes demand rework, costs may surpass the initial setup.
Foundational free Patterns
Consider automating activities
Buffer external information and subscribe to updates
Reduce the number of contacts with customers and third parties
Consider to deepen or broaden the skills of resources
Collect similar work items and work in batches
Assign tasks based on resources' roles in the organisation
Preference-based task assignment
Let people do what they love to do
Allocate task based on past feedback or quality metrics
Delegate tasks according to resource cost
First-contact problem resolution
Establish a one-contact resolution for customer issues
If capacity is insufficient, consider increasing the available number of resources