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Foundational basic Patterns

Assign cases

Let workers perform as many steps as possible for single cases

Reduce touchpoints

Reduce the number of contacts with customers and third parties

Automate for environmental impact

Implement automation in a sustainable way

Expertise-based task assignment

Match tasks to experts' specialized skills for efficiency

Task delegation

Reassign tasks along the organisational hierarchy

Experience-based task assignment

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

Quality-based task assignment

Allocate task based on past feedback or quality metrics

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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