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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).

Description

Performance considerations

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Foundational free Patterns

Combine activities

Combine small activities into composite activities

Appoint case managers

Assign a responsible individual for handling each case type

Distinguish case types

Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes

Deploy extra resources

If capacity is insufficient, consider increasing the available number of resources

Fail Early

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

Consolidate Work

Collect similar work items and work in batches

Green Variant

Offer a green alternative with the same outcome, utilizing different steps, resources, or partners, while retaining the previous existing process

First-contact problem resolution

Establish a one-contact resolution for customer issues

Constraint-based task assignment

Allocate tasks considering business process execution constraints

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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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