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
Assign a responsible individual for handling each case type
Reduce the number of contacts with customers and third parties
Form cross-department teams for end-to-end case handling.
If capacity is insufficient, consider increasing the available number of resources
Order knock-outs by least effort and highest termination probability first.
Consider whether activities may be executed in parallel
Let products appear greener
Automate for environmental impact
Implement automation in a sustainable way
Offer customers the possibility to choose among privacy settings
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