Explore whether a process can easily be used for additional products or services
Process generalization involves repurposing a procedure to efficiently create fresh value through the cost-effective delivery of novel products or services to the market.
Rosemann, M. (2020). Explorative Process Design Patterns. BPM 2020 Proceedings
Foundational free Patterns
Assign a responsible individual for handling each case type
Reduce the number of contacts with customers and third parties
Avoid shared responsibilities for tasks by people from different functional units
Let products appear greener
Offer customers the possibility to serve themselves
First-contact problem resolution
Establish a one-contact resolution for customer issues
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency
Allocate task based on past feedback or quality metrics