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)
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.
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).
Individuated interaction capability, empowered interaction capability, concerted interaction capability.
Foundational free Patterns
Empower workers for more decision-making authority
If capacity is insufficient, consider increasing the available number of resources
Minimize numerical involvement
Too many cooks spoil the broth
Consider the division of a general activity into two or more alternative activities
Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.
Replace underlying resources with eco-friendly alternatives
Explore whether a process can easily be used for additional products or services
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency
Reassign tasks along the organisational hierarchy