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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)


Customer teams are an advantageous method that brings together employees from various departments to handle specific types of process instances or cases. The primary responsibility of the team is to oversee a case, with individual members not necessarily involved in executing the case itself. This collaborative approach allows for easy access to shared and distributed knowledge, departmental resources, and tools, enabling a comprehensive examination of a case from multiple perspectives. By utilizing customer teams, organizations can enhance their problem-solving capabilities and provide more efficient and effective resolutions for their customers.

Performance considerations

In summary, customer teams offer a valuable solution for efficiently handling specific cases. By implementing this pattern, organizations can tap into the expertise of multiple workers while also promoting teamwork and enhancing overall quality.

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Foundational free Patterns

Automate activities

Consider automating activities

Buffer information

Buffer external information and subscribe to updates

Deploy extra resources

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

Establish standardized interfaces

Consider a standardized interface with customers and partners

Parallelize activities

Consider whether activities may be executed in parallel

Consolidate Work

Collect similar work items and work in batches

Shift Workload

Execute tasks when the grid is powered by renewable energy

Generalize your process

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

Constraint-based task assignment

Allocate tasks considering business process execution constraints


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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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