Start with activities
List the operations needed to deliver the service: sales, planning, delivery, checking and follow-up. Describe the decisions at each stage and the information required.
Clarify responsibilities
For each activity, identify who performs the work, who makes decisions, who is consulted and who is informed. A responsibility matrix is one possible tool, adapted to the company’s size.
Plan for exceptions
Define rules for absence, overload or disagreement. Specify when a decision must be escalated and to whom. These arrangements prevent teams having to improvise at every incident.
Check with the teams
Test responsibilities against practical situations. Check that they are compatible with available skills, time and resources. Record adjustments and a review date.
Belgian context and sources
Information and consultation obligations must be examined according to the project’s effects and the company’s situation. Work organisation is also among the factors considered in psychosocial risks. The operational methods proposed in this guide are Ethadex working guidelines.
- Belgian Federal Public Service Employment — Restructuring
- Belgian Federal Public Service Employment — Information and consultation
- Belgian Federal Public Service Employment — Work organisation and psychosocial risks
Implementation checklist
- Describe the problem and the expected result.
- Identify the activities, people and data concerned.
- Clarify responsibilities and controls.
- Define resources and monitoring arrangements.
- Test, collect feedback and adjust.