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Foundational basic Patterns

Combine activities

Combine small activities into composite activities

Work in customer teams

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

Deploy extra resources

If capacity is insufficient, consider increasing the available number of resources

Outsource activities

Delegate and optimize your operations

Split responsibilities

Avoid shared responsibilities for tasks by people from different functional units

Tailored privacy settings

Offer customers the possibility to choose among privacy settings

Task delegation

Reassign tasks along the organisational hierarchy

Performance-based task assignment

Allocate tasks based on past performance: execution time and success

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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