Establish a case-based mindset
Remove batch-processing and periodic activities from your business process
Empower workers for more decision-making authority
Elevate physical constraints by applying new technology
Consider whether activities may be executed in parallel
Offer customers the possibility to serve themselves
First-contact problem resolution
Establish a one-contact resolution for customer issues
Preference-based task assignment
Let people do what they love to do
Experience-based task assignment
Delegate task according to experience: execution frequency, case involvement, interactions
Consider the division of a general activity into two or more alternative activities
Consider to deepen or broaden the skills of resources