Split responsibilities
Avoid shared responsibilities for tasks by people from different functional units
Reijers, H., & Liman Mansar, S. (2005). Best practices in business process redesign: an overview and qualitative evaluation of successful redesign heuristics. Omega, 33(4)
Description
The idea behind this redesign pattern is that tasks for which different departments share responsibility are more likely to be a source of neglect and conflict.
Performance considerations
Reducing the overlap in responsibilities should lead to a better quality of task execution. A higher responsiveness to available work items may be developed also, so that clients are served quicker. On the other hand, reducing the effective number of resources that is available for a work item may have a negative effect on its throughput time, as more queuing may occur.
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Design business processes for typical cases and isolate exceptional cases from the normal flow
Consider whether activities may be executed in parallel
Move activities to more appropriate places
Avoid shared responsibilities for tasks by people from different functional units
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Implement automation in a sustainable way
Assign tasks based on resources' roles in the organisation