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
If capacity is insufficient, consider increasing the available number of resources
Consider to deepen or broaden the skills of resources
Consider the division of a general activity into two or more alternative activities
Replace underlying resources with eco-friendly alternatives
Let customers interact with the company wherever they want to
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency
Assign tasks based on resources' roles in the organisation
Experience-based task assignment
Delegate task according to experience: execution frequency, case involvement, interactions
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