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
Combine small activities into composite activities
Buffer external information and subscribe to updates
Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes
Empower workers for more decision-making authority
Consider whether activities may be executed in parallel
Offer customers the possibility to serve themselves
Offer customers the possibility to choose among privacy settings
Reassign tasks along the organisational hierarchy
Allocate task based on past feedback or quality metrics
First-contact problem resolution
Establish a one-contact resolution for customer issues
If capacity is insufficient, consider increasing the available number of resources