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
Assign a responsible individual for handling each case type
Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes
Establish standardized interfaces
Consider a standardized interface with customers and partners
Consider the division of a general activity into two or more alternative activities
Collect similar work items and work in batches
Offer a green alternative with the same outcome, utilizing different steps, resources, or partners, while retaining the previous existing process
Offer customers the possibility to serve themselves
First-contact problem resolution
Establish a one-contact resolution for customer issues
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