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
Form cross-department teams for end-to-end case handling.
If capacity is insufficient, consider increasing the available number of resources
Establish standardized interfaces
Consider a standardized interface with customers and partners
Consider whether activities may be executed in parallel
Consider to deepen or broaden the skills of resources
Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.
Let customers interact with the company wherever they want to
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency
Performance-based task assignment
Allocate tasks based on past performance: execution time and success
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