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
Eliminate unnecessary activities
Establish a case-based mindset
Remove batch-processing and periodic activities from your business process
Reduce the number of contacts with customers and third parties
Order knock-outs by least effort and highest termination probability first.
Consider whether activities may be executed in parallel
Consider to deepen or broaden the skills of resources
Avoid shared responsibilities for tasks by people from different functional units
First-contact problem resolution
Establish a one-contact resolution for customer issues
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency
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