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Minimize numerical involvement

Too many cooks spoil the broth

Minimize the number of departments, groups and persons involved in a business process

Reijers, H., & Liman Mansar, S. (2005). Best practices in business process redesign: an overview and qualitative evaluation of successful redesign heuristics. Omega, 33(4)

category: Organization
class: Resource Rules
frameworkAspect: Org-.structure
perspective: organizational/resource

Description

Performance considerations

Employing this approach should mitigate coordination issues. Time saved on coordination can be allocated to case processing. Decreasing department count could reduce shared responsibilities, akin to the split responsibilities approach. Yet, it might hinder expertise development (quality concern) and routine efficiency (cost concern).

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Foundational free Patterns

Combine activities

Combine small activities into composite activities

Establish a case-based mindset

Remove batch-processing and periodic activities from your business process

Work in customer teams

Form cross-department teams for end-to-end case handling.

Outsource activities

Delegate and optimize your operations

Automate for environmental impact

Implement automation in a sustainable way

Offer Customer self-service

Offer customers the possibility to serve themselves

First-contact problem resolution

Establish a one-contact resolution for customer issues

Workload-based task assignment

Allocate tasks based on individuals' incomplete workload

Quality-based task assignment

Allocate task based on past feedback or quality metrics

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Connected to

Reduce touchpoints

Reduce the number of contacts with customers and third parties

Deploy extra resources

If capacity is insufficient, consider increasing the available number of resources

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