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).
Foundational free Patterns
Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes
Form cross-department teams for end-to-end case handling.
Elevate physical constraints by applying new technology
Consider the division of a general activity into two or more alternative activities
First-contact problem resolution
Establish a one-contact resolution for customer issues
Reassign tasks along the organisational hierarchy
Performance-based task assignment
Allocate tasks based on past performance: execution time and success
Delegate tasks according to resource cost
Allocate task based on collaborative experience: handover time, interactions, diversity
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