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Foundational basic Patterns

Eliminate activities

Eliminate unnecessary activities

Buffer information

Buffer external information and subscribe to updates

Work in customer teams

Form cross-department teams for end-to-end case handling.

Empower resources

Empower workers for more decision-making authority

Establish standardized interfaces

Consider a standardized interface with customers and partners

Human Process Performance

Consider whether it is eco-friendly to let humans work over machines

Preference-based task assignment

Let people do what they love to do

Workload-based task assignment

Allocate tasks based on individuals' incomplete workload

Cost-based task assignment

Delegate tasks according to resource cost

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Patterns paired

Apply triage

Consider the division of a general activity into two or more alternative activities

Specialist-generalist

Consider to deepen or broaden the skills of resources

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