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Foundational basic Patterns

Eliminate activities

Eliminate unnecessary activities

Establish a case-based mindset

Remove batch-processing and periodic activities from your business process

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.

Parallelize activities

Consider whether activities may be executed in parallel

Resequence activities

Move activities to more appropriate places

Split responsibilities

Avoid shared responsibilities for tasks by people from different functional units

Offer location flexibility

Let customers interact with the company wherever they want to

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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