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Department-based assignment

Distribute tasks by interdepartmental interactions to enable or restrict involvement

Assign tasks to people based on their interactions with other departments to involve multiple departments or limit involvement

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).

Description

Example

The review loan application task has been assigned to a resource from the finance and human resources departments, as they have shared responsibility.

Implementation

For department-based assignments, prior information related to different departments, people in those departments, their skills, and the time involved in handovers may be required. Based on this information and the objective of the process, the appropriate resources would be allocated to the tasks of the process.

Performance considerations

This pattern will result in a high-quality outcome in less time and cost.

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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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Connected to

Teamwork-based assignment

Allocate task based on collaborative experience: handover time, interactions, diversity

Work in customer teams

Form cross-department teams for end-to-end case handling.

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