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Work in customer teams

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.

Performance considerations

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.


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Foundational free Patterns

Deploy extra resources

If capacity is insufficient, consider increasing the available number of resources

Apply Integral technology

Elevate physical constraints by applying new technology

Establish standardized interfaces

Consider a standardized interface with customers and partners

Minimize numerical involvement

Too many cooks spoil the broth

Resequence activities

Move activities to more appropriate places

Offer temporal flexibility

Let customers interact with your organization whenever they want to.

Generalize your process

Explore whether a process can easily be used for additional products or services

Task delegation

Reassign tasks along the organisational hierarchy

Quality-based task assignment

Allocate task based on past feedback or quality metrics


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Connected to

Assign cases

Let workers perform as many steps as possible for single cases

Experience-based task assignment

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

Appoint case managers

Assign a responsible individual for handling each case type

Teamwork-based assignment

Allocate task based on collaborative experience: handover time, interactions, diversity

Department-based assignment

Distribute tasks by interdepartmental interactions to enable or restrict involvement

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