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)
This straightforward heuristic speaks for itself. Note the contrast of this heuristic with the numerical involvement pattern.
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.
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.
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.
Foundational free Patterns
Assign a responsible individual for handling each case type
Order knock-outs by least effort and highest termination probability first.
Let products appear greener
Automate for environmental impact
Implement automation in a sustainable way
Consider whether it is eco-friendly to let humans work over machines
Offer customers the possibility to serve themselves
Explore whether a process can easily be used for additional products or services
Preference-based task assignment
Let people do what they love to do
Reassign tasks along the organisational hierarchy
Minimize numerical involvement
Too many cooks spoil the broth
Empower workers for more decision-making authority
Reassign tasks along the organisational hierarchy
Assign a responsible individual for handling each case type