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
Consider automating activities
Eliminate unnecessary activities
Reduce the number of contacts with customers and third parties
Form cross-department teams for end-to-end case handling.
Establish standardized interfaces
Consider a standardized interface with customers and partners
Move activities to more appropriate places
Offer a green alternative with the same outcome, utilizing different steps, resources, or partners, while retaining the previous existing process
Offer customers the possibility to serve themselves
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency
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