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
Consider automating activities
Let workers perform as many steps as possible for single cases
Assign a responsible individual for handling each case type
Reduce the number of contacts with customers and third parties
Minimize numerical involvement
Too many cooks spoil the broth
Consider to deepen or broaden the skills of resources
Offer customers the possibility to serve themselves
First-contact problem resolution
Establish a one-contact resolution for customer issues
Distribute tasks by interdepartmental interactions to enable or restrict involvement