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
Consider automating activities
Eliminate unnecessary activities
Reduce the number of contacts with customers and third parties
Form cross-department teams for end-to-end case handling.
Design business processes for typical cases and isolate exceptional cases from the normal flow
Minimize numerical involvement
Too many cooks spoil the broth
Move activities to more appropriate places
Explore whether a process can easily be used for additional products or services
Performance-based task assignment
Allocate tasks based on past performance: execution time and success