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Expertise-based task assignment

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).

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Performance considerations

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Foundational free Patterns

Establish a case-based mindset

Remove batch-processing and periodic activities from your business process

Reduce touchpoints

Reduce the number of contacts with customers and third parties

Isolate exceptions

Design business processes for typical cases and isolate exceptional cases from the normal flow

Fail Early

Order knock-outs by least effort and highest termination probability first.

Parallelize activities

Consider whether activities may be executed in parallel

Specialist-generalist

Consider to deepen or broaden the skills of resources

Green Compensation

Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.

Offer Customer self-service

Offer customers the possibility to serve themselves

Experience-based task assignment

Delegate task according to experience: execution frequency, case involvement, interactions

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Role-based task assignment

Assign tasks based on resources' roles in the organisation

Preference-based task assignment

Let people do what they love to do

Cost-based task assignment

Delegate tasks according to resource cost

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