How do you like this site? We would love to hear from you! Take a short survey or

Offer temporal flexibility

Let customers interact with your organization whenever they want to.

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 analyze at which times customers want to get in touch and adjust their business processes accordingly. From a customer perspective, the implementation of this heuristic will be perceived as the possibility to interact with the company whenever customers want.

Real-world application

The grocery store REWE extended its opening hours until late in the evening, as its customers prefer to do their shopping after work. In addition, the call center of National Bank, which is responsible for blocking credit cards, is available 24/7, as in the case of a lost or stolen credit card customers expect immediate assistance. In case no employee is available, a phone service or chatbot can be used.

Selected source. This heuristic has been derived from Strohle et al. (2018).

Performance considerations

Individuated interaction capability, empowered interaction capability, concerted interaction capability.

Share this pattern

Enjoy these

Foundational free Patterns

Work in customer teams

Form cross-department teams for end-to-end case handling.

Empower resources

Empower workers for more decision-making authority

Apply Integral technology

Elevate physical constraints by applying new technology

Green Compensation

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

Offer temporal flexibility

Let customers interact with your organization whenever they want to.

Tailored privacy settings

Offer customers the possibility to choose among privacy settings

Generalize your process

Explore whether a process can easily be used for additional products or services

Role-based task assignment

Assign tasks based on resources' roles in the organisation

Constraint-based task assignment

Allocate tasks considering business process execution constraints

Back

Share this

Connected to

Offer location flexibility

Let customers interact with the company wherever they want to

What's Happening?