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
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Establish a case-based mindset
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Form cross-department teams for end-to-end case handling.
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If capacity is insufficient, consider increasing the available number of resources
Let customers interact with the company wherever they want to
Preference-based task assignment
Let people do what they love to do
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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.