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
Establish standardized interfaces
Consider a standardized interface with customers and partners
Offer a green alternative with the same outcome, utilizing different steps, resources, or partners, while retaining the previous existing process
Consider whether it is eco-friendly to let humans work over machines
Let customers interact with your organization whenever they want to.
Offer customers the possibility to serve themselves
First-contact problem resolution
Establish a one-contact resolution for customer issues
Preference-based task assignment
Let people do what they love to do
Reassign tasks along the organisational hierarchy
Allocate task based on past feedback or quality metrics
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