Process expansion

Automate activities

Consider automating activities

Combine activities

Combine small activities into composite activities

Assign cases

Let workers perform as many steps as possible for single cases

Work in customer teams

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

Outsource activities

Delegate and optimize your operations

Apply triage

Consider the division of a general activity into two or more alternative activities

Role-based task assignment

Assign tasks based on resources' roles in the organisation

Performance-based task assignment

Allocate tasks based on past performance: execution time and success

Quality-based task assignment

Allocate task based on past feedback or quality metrics