Process expansion

Automate activities

Consider automating activities

Assign cases

Let workers perform as many steps as possible for single cases

Distinguish case types

Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes

Isolate exceptions

Design business processes for typical cases and isolate exceptional cases from the normal flow

Minimize numerical involvement

Too many cooks spoil the broth

Offer Customer self-service

Offer customers the possibility to serve themselves

Tailored privacy settings

Offer customers the possibility to choose among privacy settings

Expertise-based task assignment

Match tasks to experts' specialized skills for efficiency

Teamwork-based assignment

Allocate task based on collaborative experience: handover time, interactions, diversity