Allocate tasks based on past performance: execution time and success
Assign tasks based on a person’s past performance, measured by execution time and successful outcomes
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
Eliminate unnecessary 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
Consider whether activities may be executed in parallel
Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.
Consider whether it is eco-friendly to let humans work over machines
First-contact problem resolution
Establish a one-contact resolution for customer issues
Experience-based task assignment
Delegate task according to experience: execution frequency, case involvement, interactions
Allocate task based on past feedback or quality metrics
Delegate tasks according to resource cost