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
Consider automating activities
Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes
Empower workers for more decision-making authority
If capacity is insufficient, consider increasing the available number of resources
Establish standardized interfaces
Consider a standardized interface with customers and partners
Let customers interact with your organization whenever they want to.
First-contact problem resolution
Establish a one-contact resolution for customer issues
Explore whether a process can easily be used for additional products or services
Delegate tasks according to resource cost
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