Rosemann, M. (2020). Explorative Process Design Patterns. BPM 2020 Proceedings
Foundational free Patterns
Let workers perform as many steps as possible for single cases
Reduce the number of contacts with customers and third parties
Form cross-department teams for end-to-end case handling.
Elevate physical constraints by applying new technology
Let customers interact with the company wherever they want to
Offer customers the possibility to choose among privacy settings
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
Explore whether a process can easily be used for additional products or services