Form - Record ownership strategies

1 Overview

In bxp software (bxp) the ability to use the Form structure to store records / tickets / cases means that there are a number of different considerations when approaching management of the processes.

There is often a management approach to how the records should be processed. Should a person be responsible for types of tickets or should everyone be responsible for their managment? Choosing a strategy that best suits your process / improves your process is an important management task and should be considered carefully. Adoption of different types of strategy require bxp to be configured in different ways to suit your needs.

This article explores the different potential approaches for you to decide which ones or parts of one would suit your operation best which can then be built and applied to your process. The important thing is for you to decide on what approach suits you best.

This articles requires different modules to be available for different scenarios, which are detailed by the Applies to: in each section.

2 No ownership

• Applies to: Inbound, Outbound, Case Management
• Setup: Simple
• Personal responsibility: None
• Operational Management: None

3 Creation ownership

• Applies to: Inbound
• Setup: Simple
• Personal responsibility: Individual
• Operational Management: Some

4 Predetermined ownership

• Applies to: Inbound
• Setup: Simple
• Personal responsibility: Individual
• Operational Management: Some

5 Interim ownership

• Applies to: Inbound, Case Management
• Setup: Intermediate
• Personal responsibility: Group, Individual - Temporarily
• Operational Management: Some

6 First Come First Served (FCFS) strategy

• Applies to: Outbound
• Setup: Simple
• Personal responsibility: Group
• Operational Management: Some

7 Grouped FCFS strategy

• Applies to: Outbound
• Setup: Simple
• Personal responsibility: Group
• Operational Management: Intermediate

8 FCFS with Ownership on Contact strategy

• Applies to: Blended (Inbound with Outbound)
• Setup: Advanced
• Personal responsibility: Group moving to Individual
• Operational Management: Involved

9 FCFS with Elected / Escalated Ownership strategy

• Applies to: Outbound
• Setup: Intermediate
• Personal responsibility: Group moving to Individual
• Operational Management: Involved

10 Ownership by Flag / Status strategy

• Applies to: Inbound, Case Management
• Setup: Intermediate
• Personal responsibility: Group
• Operational Management: Intermediate

11 Form Transfer approach

• Applies to: Inbound, Outbound, Case Management
• Setup: Intermediate
• Personal responsibility: Group
• Operational Management: Involved