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Performance-based task assignment

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).

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Performance considerations

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Foundational free Patterns

Appoint case managers

Assign a responsible individual for handling each case type

Reduce touchpoints

Reduce the number of contacts with customers and third parties

Work in customer teams

Form cross-department teams for end-to-end case handling.

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Fail Early

Order knock-outs by least effort and highest termination probability first.

Parallelize activities

Consider whether activities may be executed in parallel

Green Feature

Let products appear greener

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Implement automation in a sustainable way

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Connected to

Experience-based task assignment

Delegate task according to experience: execution frequency, case involvement, interactions

Quality-based task assignment

Allocate task based on past feedback or quality metrics

Cost-based task assignment

Delegate tasks according to resource cost

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