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Foundational basic Patterns

Automate activities

Consider automating activities

Reduce touchpoints

Reduce the number of contacts with customers and third parties

Work in customer teams

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

Establish standardized interfaces

Consider a standardized interface with customers and partners

Split responsibilities

Avoid shared responsibilities for tasks by people from different functional units

Consolidate Work

Collect similar work items and work in batches

Preference-based task assignment

Let people do what they love to do

Constraint-based task assignment

Allocate tasks considering business process execution constraints

Department-based assignment

Distribute tasks by interdepartmental interactions to enable or restrict involvement

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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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