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
Let workers perform as many steps as possible for single cases
Move activities to more appropriate places
Consider to deepen or broaden the skills of resources
Consider the division of a general activity into two or more alternative activities
Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.
Offer customers the possibility to serve themselves
Allocate task based on past feedback or quality metrics
Delegate tasks according to resource cost
Allocate task based on collaborative experience: handover time, interactions, diversity
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Connected to
Assign a responsible individual for handling each case type
Establish a case-based mindset
Remove batch-processing and periodic activities from your business process
Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes
Form cross-department teams for end-to-end case handling.