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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

Establish standardized interfaces

Consider a standardized interface with customers and partners

Specialist-generalist

Consider to deepen or broaden the skills of resources

Consolidate Work

Collect similar work items and work in batches

Green Variant

Offer a green alternative with the same outcome, utilizing different steps, resources, or partners, while retaining the previous existing process

Generalize your process

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

Expertise-based task assignment

Match tasks to experts' specialized skills for efficiency

Task delegation

Reassign tasks along the organisational hierarchy

Cost-based task assignment

Delegate tasks according to resource cost

Department-based assignment

Distribute tasks by interdepartmental interactions to enable or restrict involvement

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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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