Process expansion

Combine activities

Combine small activities into composite activities

Assign cases

Let workers perform as many steps as possible for single cases

Appoint case managers

Assign a responsible individual for handling each case type

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

Resequence activities

Move activities to more appropriate places

Offer location flexibility

Let customers interact with the company wherever they want to

Offer Customer self-service

Offer customers the possibility to serve themselves

Department-based assignment

Distribute tasks by interdepartmental interactions to enable or restrict involvement