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Cost-based task assignment

Delegate tasks according to resource cost

Assign tasks based on the cost of a resource, defined as the person’s per-hour cost when executing a task

Goel, K., Fehrer, T., Röglinger, M., & Wynn, M. T. (2023). Not Here, But There: Human Resource Allocation Patterns. In Lecture Notes in Computer Science (pp. 377–394).

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Performance considerations

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Foundational free Patterns

Distinguish case types

Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes

Reduce touchpoints

Reduce the number of contacts with customers and third parties

Empower resources

Empower workers for more decision-making authority

Establish standardized interfaces

Consider a standardized interface with customers and partners

Specialist-generalist

Consider to deepen or broaden the skills of resources

Offer temporal flexibility

Let customers interact with your organization whenever they want to.

Task delegation

Reassign tasks along the organisational hierarchy

Experience-based task assignment

Delegate task according to experience: execution frequency, case involvement, interactions

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Quality-based task assignment

Allocate task based on past feedback or quality metrics

Experience-based task assignment

Delegate task according to experience: execution frequency, case involvement, interactions

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

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