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
Consider the division of a general activity into two or more alternative activities
Offer a green alternative with the same outcome, utilizing different steps, resources, or partners, while retaining the previous existing process
Automate for environmental impact
Implement automation in a sustainable way
First-contact problem resolution
Establish a one-contact resolution for customer issues
Preference-based task assignment
Let people do what they love to do
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