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).
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.
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.
This pattern will result in high-quality outcomes in less time.
Foundational free Patterns
Combine small activities into composite activities
Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes
Reduce the number of contacts with customers and third parties
Move activities to more appropriate places
Consider to deepen or broaden the skills of resources
Consider whether it is eco-friendly to let humans work over machines
Performance-based task assignment
Allocate tasks based on past performance: execution time and success
Allocate task based on collaborative experience: handover time, interactions, diversity
Allocate task based on past feedback or quality metrics
Delegate tasks according to resource cost
Form cross-department teams for end-to-end case handling.
Performance-based task assignment
Allocate tasks based on past performance: execution time and success