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
Let workers perform as many steps as possible for single cases
Establish a case-based mindset
Remove batch-processing and periodic activities from your business process
Delegate and optimize your operations
Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.
Let customers interact with the company wherever they want to
First-contact problem resolution
Establish a one-contact resolution for customer issues
Preference-based task assignment
Let people do what they love to do
Performance-based task assignment
Allocate tasks based on past performance: execution time and success
Allocate task based on collaborative experience: handover time, interactions, diversity
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