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
Establish a case-based mindset
Remove batch-processing and periodic activities from your business process
Elevate physical constraints by applying new technology
Consider whether activities may be executed in parallel
Consider the division of a general activity into two or more alternative activities
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
Let customers interact with your organization whenever they want to.
First-contact problem resolution
Establish a one-contact resolution for customer issues
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