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
Reduce the number of contacts with customers and third parties
Form cross-department teams for end-to-end case handling.
Establish standardized interfaces
Consider a standardized interface with customers and partners
Minimize numerical involvement
Too many cooks spoil the broth
Consider to deepen or broaden the skills of resources
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency
Reassign tasks along the organisational hierarchy
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