Elevate physical constraints by applying new technology
Reijers, H., & Liman Mansar, S. (2005). Best practices in business process redesign: an overview and qualitative evaluation of successful redesign heuristics. Omega, 33(4)
In general, new technology can offer all kinds of positive effects. For example, the application of a workflow management system may result in less time that is spent on logistical tasks.
A Document Management System will open up the information available on cases to all participants, which may result in a better quality of service. New technology can also change the traditional way of doing business by giving participants complete new possibilities.
The purchase, development, implementation, training, and maintenance efforts related to technology are obviously costly. In addition, new technology may arouse fear with workers or may result in other subjective effects; this may deteriorate the quality of the workflow.
Foundational free Patterns
Eliminate unnecessary activities
Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes
Design business processes for typical cases and isolate exceptional cases from the normal flow
Elevate physical constraints by applying new technology
Move activities to more appropriate places
Replace underlying resources with eco-friendly alternatives
First-contact problem resolution
Establish a one-contact resolution for customer issues
Performance-based task assignment
Allocate tasks based on past performance: execution time and success
Consider automating activities
Automate for environmental impact
Implement automation in a sustainable way