Process expansion

Combine activities

Combine small activities into composite activities

Distinguish case types

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

Reduce touchpoints

Reduce the number of contacts with customers and third parties

Resequence activities

Move activities to more appropriate places

Specialist-generalist

Consider to deepen or broaden the skills of resources

Human Process Performance

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

Process expansion

Performance-based task assignment

Allocate tasks based on past performance: execution time and success

Teamwork-based assignment

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