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
Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes
Establish a case-based mindset
Remove batch-processing and periodic activities from your business process
Automate for environmental impact
Implement automation in a sustainable way
Let customers interact with your organization whenever they want to.
Offer customers the possibility to choose among privacy settings
First-contact problem resolution
Establish a one-contact resolution for customer issues
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency
Preference-based task assignment
Let people do what they love to do
Workload-based task assignment
Allocate tasks based on individuals' incomplete workload
Reduce the number of contacts with customers and third parties
If capacity is insufficient, consider increasing the available number of resources