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
Empower workers for more decision-making authority
Elevate physical constraints by applying new technology
Consider the division of a general activity into two or more alternative activities
Let customers interact with the company wherever they want to
Let customers interact with your organization whenever they want to.
Offer customers the possibility to choose among privacy settings
First-contact problem resolution
Establish a one-contact resolution for customer issues
Experience-based task assignment
Delegate task according to experience: execution frequency, case involvement, interactions
Allocate task based on past feedback or quality metrics
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