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
Avoid shared responsibilities for tasks by people from different functional units
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 choose among privacy settings
First-contact problem resolution
Establish a one-contact resolution for customer issues
Explore whether a process can easily be used for additional products or services
Assign tasks based on resources' roles in the organisation
Performance-based task assignment
Allocate tasks based on past performance: execution time and success
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