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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.

Split task responsibilities
Split task responsibilities

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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Apply Integral technology

Elevate physical constraints by applying new technology

Fail Early

Order knock-outs by least effort and highest termination probability first.

Specialist-generalist

Consider to deepen or broaden the skills of resources

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First-contact problem resolution

Establish a one-contact resolution for customer issues

Preference-based task assignment

Let people do what they love to do

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