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
Combine small activities into composite activities
Establish a case-based mindset
Remove batch-processing and periodic activities from your business process
Form cross-department teams for end-to-end case handling.
Delegate and optimize your operations
Automate for environmental impact
Implement automation in a sustainable way
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
Allocate task based on past feedback or quality metrics
Reduce the number of contacts with customers and third parties
If capacity is insufficient, consider increasing the available number of resources