Process expansion

Automate activities

Consider automating activities

Assign cases

Let workers perform as many steps as possible for single cases

Work in customer teams

Form cross-department teams for end-to-end case handling.

Minimize numerical involvement

Too many cooks spoil the broth

Resequence activities

Move activities to more appropriate places

Specialist-generalist

Consider to deepen or broaden the skills of resources

Offer location flexibility

Let customers interact with the company wherever they want to

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