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Experience-based task assignment

Delegate task according to experience: execution frequency, case involvement, interactions

Assign a task to a person based on their experience, measured by the number of times they have executed a work item, been involved in a case, and interacted with others

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

An organisation assigns a senior manager role in data and analytics to a person with at least 10 project involvements, five project leadership experiences, and team management experience of at least 20 people.

Implementation

Experience metrics for people must be available. At the time of execution, the experience required for the task will be matched with existing data and to select an appropriate person.

Performance considerations

This pattern will result in high-quality outcomes in less time.

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Foundational free Patterns

Eliminate activities

Eliminate unnecessary activities

Distinguish case types

Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes

Isolate exceptions

Design business processes for typical cases and isolate exceptional cases from the normal flow

Apply Integral technology

Elevate physical constraints by applying new technology

Resequence activities

Move activities to more appropriate places

Use eco-friendly resources

Replace underlying resources with eco-friendly alternatives

First-contact problem resolution

Establish a one-contact resolution for customer issues

Performance-based task assignment

Allocate tasks based on past performance: execution time and success

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Connected to

Quality-based task assignment

Allocate task based on past feedback or quality metrics

Cost-based task assignment

Delegate tasks according to resource cost

Work in customer teams

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

Performance-based task assignment

Allocate tasks based on past performance: execution time and success

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