How can we resolve the matchmaking issues that arise when multiple approvers are involved in a workflow?
1. Issue: Stagnation in the approval process
At BunBun Shoji, speed is a common value throughout the company, and they pursue competitive advantage by performing their work quickly and efficiently. The decision-making workflow is structured so that decisions are made solely by the department manager. Recently, it has also become possible to complete the approval workflow with just the proxy approval of the deputy manager, which is expected to lead to even faster decision-making.
Despite the implementation of proxy approval, the time taken for approvals has not decreased and the number of backlogged cases has increased. Interviews with the general manager and deputy general manager by the process owner revealed that many employees assume that somebody else will make the decision.
For example, in the marketing department, the areas of responsibility were divided between one manager and two deputy managers.
- Manager: Online advertising and access analysis
- Deputy Manager A: Transportation advertising, market research, smartphone app development
- Deputy Manager B: Web content production
2. Solution: Automatic payment over time
The proxy decision-making rule also represents a shift away from relying on department heads. This can be seen as an evolutionary process for the organization, especially in terms of business continuity.
Therefore, to ensure both efficient task execution and adherence to the proxy approval rule, the Process Owner implemented a feature that automatically approves requests after 24 hours. Specifically, a 24-hour timeout was applied to the Manager’s Approval Step [2. Approve]. Consequently, any approval item remaining unresolved for 24 hours is automatically forwarded to the Approval Notification Event, with the draft content preserved as it is.
Before
- 1. Proposal: The applicant starts the Workflow App, enters each item in the application, and clicks the [Submit a request] button. If advice is required, the applicant selects an advisor and clicks the [Ask advisor for advice] button.
- 2. Approve: The department manager of the applicant’s department decides whether or not to approve the request. To approve the request, click the [Approve] button. To reject the request, click the [Return] button.
- Notification of approval: The applicant will be notified by email that the application has been approved.
- 2b. Approve by proxy: The deputy manager of the applicant’s department decides whether or not to approve the request. To approve the request, click the [Approve by proxy] button. To reject the request, click the [Return by proxy] button.
- Notification of proxy approval: The applicant will be notified by email that the request has been approved by proxy.
After
- 1. Proposal: The applicant starts the Workflow App, enters each item in the application, and clicks the [Submit a request] button. If advice is required, the applicant selects an advisor and clicks the [Ask advisor for advice] button.
- 2. Approve: The department manager of the applicant’s department decides whether or not to approve the request. To approve the request, click the [Approve] button. To reject the request, click the [Return] button. If no decision is made within 24 hours, the event will be automatically and forcibly sent to the approval notification event. [Timer boundary event]
- Notification of approval: The applicant will be notified by email that the application has been approved.
- 2b. Approve by proxy: The deputy manager of the applicant’s department decides whether or not to approve the request. To approve the request, click the [Approve by proxy] button. To reject the request, click the [Return by proxy] button.
- Notification of proxy approval: The applicant will be notified by email that the request has been approved by proxy.
3. Effects
- Reduce time taken for approval:
- Time saving: Business delays (approval processes that took several days or more than a week) no longer occurred.
- There are no more missed decisions even when the manager is absent or on holidays.
- Streamline decision-making:
- The pressure to make decisions within a limited time frame of 24 hours forced all parties involved to make decisions quickly and logically.
- Decision-making across the organization has been streamlined due to a reduction in ambiguous proposals requiring approval.
- Delegating approval authority:
- Deputy managers also began to proactively make decisions, and the number of proxy decisions increased.
- The burden on managers has been reduced.
- The assistant manager had the opportunity to hone their leadership skills.
- Increased employee engagement:
- The faster decision-making process has enabled employees to act more quickly, which has also increased their enthusiasm and motivation for their work.
- Employees also became less dependent on their superiors and began to take a more proactive approach to their work.
- Revitalizing internal communication:
- The need to make decisions within a limited 24-hour time frame stimulated communication between the parties involved.
- This led to more active discussion and information sharing, which in turn led to better decision-making.
- Raising compliance awareness:
- Setting clear approval rules and deadlines also led to improved awareness of compliance.
- This has enabled them to prevent fraudulent and non-transparent transactions and increase their credibility as a company.
- Strengthening risk management:
- Rapid decision making allows for rapid risk response.
- They were able to quickly respond to changes in the business environment and increase the stability of their business.
4. Other Business Applications
The timeout setting can be applied to various tasks other than approval requests.
- Expenses calculation:
- Set up a rule that when an expense claim is submitted, the manager must approve or reject it within 24 hours.
- If no decision is made within 24 hours, the application will be automatically considered approved.
- Customer response:
- Set up rules to ensure that a representative responds to customer inquiries within 24 hours.
- If the issue is not addressed within 24 hours, a system will be put in place that will automatically escalate the issue and have a responsible person handle the issue.
- Recruitment activities:
- The human resources staff establishes a two-week deadline to screen applicant documents after submission.
- The application will be automatically rejected if the document screening process exceeds two weeks.
- Vacation requests:
- The request will be automatically approved if HR fails to approve it within a designated timeframe.