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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Foundational free Patterns
Assign a responsible individual for handling each case type
Reduce the number of contacts with customers and third parties
Avoid shared responsibilities for tasks by people from different functional units
Let products appear greener
Offer customers the possibility to serve themselves
First-contact problem resolution
Establish a one-contact resolution for customer issues
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency
Allocate task based on past feedback or quality metrics