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
Reduce the number of contacts with customers and third parties
Empower workers for more decision-making authority
Design business processes for typical cases and isolate exceptional cases from the normal flow
Collect similar work items and work in batches
First-contact problem resolution
Establish a one-contact resolution for customer issues
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency
Assign tasks based on resources' roles in the organisation
Workload-based task assignment
Allocate tasks based on individuals' incomplete workload
Allocate task based on past feedback or quality metrics
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