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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If capacity is insufficient, consider increasing the available number of resources
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Let customers interact with your organization whenever they want to.
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency
Performance-based task assignment
Allocate tasks based on past performance: execution time and success