Match tasks to experts' specialized skills for efficiency
Assign tasks based on the unique skills of the person(s) involved. Expertise is defined as the specialised skills possessed by a resource
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
Combine small activities into composite activities
Assign a responsible individual for handling each case type
Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes
If capacity is insufficient, consider increasing the available number of resources
Order knock-outs by least effort and highest termination probability first.
Collect similar work items and work in batches
Offer a green alternative with the same outcome, utilizing different steps, resources, or partners, while retaining the previous existing process
First-contact problem resolution
Establish a one-contact resolution for customer issues
Constraint-based task assignment
Allocate tasks considering business process execution constraints
Assign tasks based on resources' roles in the organisation
Preference-based task assignment
Let people do what they love to do
Delegate tasks according to resource cost