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
Let workers perform as many steps as possible for single cases
Assign a responsible individual for handling each case type
Reduce the number of contacts with customers and third parties
If capacity is insufficient, consider increasing the available number of resources
Consider whether activities may be executed in parallel
Replace underlying resources with eco-friendly alternatives
Let customers interact with your organization whenever they want to.
First-contact problem resolution
Establish a one-contact resolution for customer issues
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