Process expansion

Combine activities

Combine small activities into composite activities

Deploy extra resources

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

Resequence activities

Move activities to more appropriate places

Split responsibilities

Avoid shared responsibilities for tasks by people from different functional units

Human Process Performance

Consider whether it is eco-friendly to let humans work over machines

Offer Customer self-service

Offer customers the possibility to serve themselves

First-contact problem resolution

Establish a one-contact resolution for customer issues

Experience-based task assignment

Delegate task according to experience: execution frequency, case involvement, interactions

Department-based assignment

Distribute tasks by interdepartmental interactions to enable or restrict involvement