Process expansion

Distinguish case types

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

Establish a case-based mindset

Remove batch-processing and periodic activities from your business process

Isolate exceptions

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

Apply triage

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

Offer location flexibility

Let customers interact with the company wherever they want to

First-contact problem resolution

Establish a one-contact resolution for customer issues

Generalize your process

Explore whether a process can easily be used for additional products or services

Task delegation

Reassign tasks along the organisational hierarchy

Department-based assignment

Distribute tasks by interdepartmental interactions to enable or restrict involvement