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
Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes
Reduce the number of contacts with customers and third parties
Move activities to more appropriate places
Replace underlying resources with eco-friendly alternatives
Offer customers the possibility to choose among privacy settings
First-contact problem resolution
Establish a one-contact resolution for customer issues
Workload-based task assignment
Allocate tasks based on individuals' incomplete workload
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