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
Form cross-department teams for end-to-end case handling.
Empower workers for more decision-making authority
Consider whether activities may be executed in parallel
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.
First-contact problem resolution
Establish a one-contact resolution for customer issues
Explore whether a process can easily be used for additional products or services
Constraint-based task assignment
Allocate tasks considering business process execution constraints
Delegate tasks according to resource cost
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