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Deploy extra resources

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

Allocate more people to a task in a process for strategic reasons, such as speeding up the process or reacting to trends

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

This straightforward heuristic speaks for itself. Note the contrast of this heuristic with the numerical involvement pattern.

Example

When launching a new product, increase the number of customer service agents available to handle customer inquiries and support requests to ensure timely and efficient service and enhance the customer experience.

Implementation

For increased resource assignment, details related to expertise, preference, role, workload, productivity, the collaboration of resources, and constraints in process execution need to be known. Based on the needs of the process, additional resources will be matched and allocated to the process.

Performance considerations

The obvious effect of extra resources is that there is more capacity for handling cases, in this way reducing queue time. It may also help to implement a more flexible assignment policy. Of course, hiring or buying extra resources has its cost.

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Foundational free Patterns

Assign cases

Let workers perform as many steps as possible for single cases

Work in customer teams

Form cross-department teams for end-to-end case handling.

Establish standardized interfaces

Consider a standardized interface with customers and partners

Resequence activities

Move activities to more appropriate places

Specialist-generalist

Consider to deepen or broaden the skills of resources

Split responsibilities

Avoid shared responsibilities for tasks by people from different functional units

Green Compensation

Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.

Human Process Performance

Consider whether it is eco-friendly to let humans work over machines

Offer temporal flexibility

Let customers interact with your organization whenever they want to.

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Connected to

Minimize numerical involvement

Too many cooks spoil the broth

Empower resources

Empower workers for more decision-making authority

Task delegation

Reassign tasks along the organisational hierarchy

Appoint case managers

Assign a responsible individual for handling each case type

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