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.
Share this pattern
Enjoy these
Foundational free Patterns
Assign a responsible individual for handling each case type
Form cross-department teams for end-to-end case handling.
Establish standardized interfaces
Consider a standardized interface with customers and partners
Consider the division of a general activity into two or more alternative activities
Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.
Preference-based task assignment
Let people do what they love to do
Reassign tasks along the organisational hierarchy
Experience-based task assignment
Delegate task according to experience: execution frequency, case involvement, interactions
Allocate task based on past feedback or quality metrics