How do you like this site? We would love to hear from you! Take a short survey or

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.

Share this pattern

Enjoy these

Foundational free Patterns

Appoint case managers

Assign a responsible individual for handling each case type

Establish standardized interfaces

Consider a standardized interface with customers and partners

Fail Early

Order knock-outs by least effort and highest termination probability first.

Outsource activities

Delegate and optimize your operations

Use eco-friendly resources

Replace underlying resources with eco-friendly alternatives

Offer temporal flexibility

Let customers interact with your organization whenever they want to.

Expertise-based task assignment

Match tasks to experts' specialized skills for efficiency

Experience-based task assignment

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

Back

Share this

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.

What's Happening?