Let people do what they love to do
Assign a task to a person based on the person’s preference. Preference is defined as a set of activities that the person has an inclination towards and hence may have been executed more often along with higher execution efficiency by a person
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
Form cross-department teams for end-to-end case handling.
Establish standardized interfaces
Consider a standardized interface with customers and partners
Consider whether activities may be executed in parallel
Offer customers the possibility to serve themselves
Offer customers the possibility to choose among privacy settings
Constraint-based task assignment
Allocate tasks considering business process execution constraints
Experience-based task assignment
Delegate task according to experience: execution frequency, case involvement, interactions
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency