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)
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).
Foundational free Patterns
Consider automating activities
Empower workers for more decision-making authority
Avoid shared responsibilities for tasks by people from different functional units
Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.
Let products appear greener
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
Delegate tasks according to resource cost
Allocate task based on collaborative experience: handover time, interactions, diversity
Reduce the number of contacts with customers and third parties
If capacity is insufficient, consider increasing the available number of resources