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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.

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Foundational free Patterns

Distinguish case types

Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes

Establish a case-based mindset

Remove batch-processing and periodic activities from your business process

Isolate exceptions

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

Deploy extra resources

If capacity is insufficient, consider increasing the available number of resources

Use eco-friendly resources

Replace underlying resources with eco-friendly alternatives

Offer temporal flexibility

Let customers interact with your organization whenever they want to.

Offer Customer self-service

Offer customers the possibility to serve themselves

Role-based task assignment

Assign tasks based on resources' roles in the organisation

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Connected to

Offer location flexibility

Let customers interact with the company wherever they want to

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