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Assign cases

Let workers perform as many steps as possible for single cases

Reijers, H., & Liman Mansar, S. (2005). Best practices in business process redesign: an overview and qualitative evaluation of successful redesign heuristics. Omega, 33(4)

Description

A case manager plays a crucial role in overseeing a case, but they are not necessarily involved in carrying out the entire workflow. In order to ensure efficient coordination, the process of assigning cases can be utilized. This involves selecting a resource who has previously worked on the case and is capable of performing the necessary tasks. Rather confusingly, this person is sometimes also referred to as case manager.

This pattern is different from the case manager pattern.

Performance considerations

The obvious advantage of the rule is that this person will get acquainted with the case and will need less set-up time. An additional benefit may be that the quality of service is increased. On the negative side, the flexibility of resource allocation is seriously reduced. A case may experience substantial queue time when its "case manager" is not available.

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Foundational free Patterns

Assign cases

Let workers perform as many steps as possible for single cases

Work in customer teams

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

Establish standardized interfaces

Consider a standardized interface with customers and partners

Resequence activities

Move activities to more appropriate places

Specialist-generalist

Consider to deepen or broaden the skills of resources

Split responsibilities

Avoid shared responsibilities for tasks by people from different functional units

Green Compensation

Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.

Human Process Performance

Consider whether it is eco-friendly to let humans work over machines

Offer temporal flexibility

Let customers interact with your organization whenever they want to.

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Connected to

Appoint case managers

Assign a responsible individual for handling each case type

Establish a case-based mindset

Remove batch-processing and periodic activities from your business process

Distinguish case types

Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes

Work in customer teams

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

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