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
Establish a case-based mindset
Remove batch-processing and periodic activities from your business process
Design business processes for typical cases and isolate exceptional cases from the normal flow
Collect similar work items and work in batches
Consider whether it is eco-friendly to let humans work over machines
Offer customers the possibility to choose among privacy settings
First-contact problem resolution
Establish a one-contact resolution for customer issues
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency
Constraint-based task assignment
Allocate tasks considering business process execution constraints
Allocate task based on collaborative experience: handover time, interactions, diversity
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