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
Consider automating activities
Buffer external information and subscribe to updates
Form cross-department teams for end-to-end case handling.
Order knock-outs by least effort and highest termination probability first.
Minimize numerical involvement
Too many cooks spoil the broth
Consider whether it is eco-friendly to let humans work over machines
First-contact problem resolution
Establish a one-contact resolution for customer issues
Distribute tasks by interdepartmental interactions to enable or restrict involvement
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