Form cross-department teams for end-to-end case handling.
Compose work teams of people from different departments that will take care of the complete handling of specific sorts of 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)
This pattern is a variation of the case assignment heuristic. Depending on its exact desired form, the customer team pattern may be implemented by the case assignment pattern. A customer team may involve more workers with the same qualifications also, in this way relaxing the strict requirements of the case assignment rule.
Advantages and disadvantages are similar to those of the case assignment pattern. In addition, work as a team may improve the attractiveness of the work and a better understanding, which are both quality aspects.
Foundational free Patterns
If capacity is insufficient, consider increasing the available number of resources
Explore whether a process can easily be used for additional products or services
Delegate task according to experience: execution frequency, case involvement, interactions
Allocate task based on collaborative experience: handover time, interactions, diversity