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
Combine small activities into composite activities
Form cross-department teams for end-to-end case handling.
Design business processes for typical cases and isolate exceptional cases from the normal flow
Consider to deepen or broaden the skills of resources
Consider the division of a general activity into two or more alternative activities
Collect similar work items and work in batches
Replace underlying resources with eco-friendly alternatives
First-contact problem resolution
Establish a one-contact resolution for customer issues
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