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Foundational basic Patterns

Automate activities

Consider automating activities

Reduce touchpoints

Reduce the number of contacts with customers and third parties

Isolate exceptions

Design business processes for typical cases and isolate exceptional cases from the normal flow

Consolidate Work

Collect similar work items and work in batches

Use eco-friendly resources

Replace underlying resources with eco-friendly alternatives

Automate for environmental impact

Implement automation in a sustainable way

Task delegation

Reassign tasks along the organisational hierarchy

Experience-based task assignment

Delegate task according to experience: execution frequency, case involvement, interactions

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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