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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 a case-based mindset

Remove batch-processing and periodic activities from your business process

Reduce touchpoints

Reduce the number of contacts with customers and third parties

Establish standardized interfaces

Consider a standardized interface with customers and partners

Apply triage

Consider the division of a general activity into two or more alternative activities

Green Variant

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

Offer Customer self-service

Offer customers the possibility to serve themselves

Constraint-based task assignment

Allocate tasks considering business process execution constraints

Performance-based task assignment

Allocate tasks based on past performance: execution time and success

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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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