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
Let workers perform as many steps as possible for single cases
Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes
Reduce the number of contacts with customers and third parties
Empower workers for more decision-making authority
If capacity is insufficient, consider increasing the available number of resources
Minimize numerical involvement
Too many cooks spoil the broth
Delegate and optimize your operations
First-contact problem resolution
Establish a one-contact resolution for customer issues
Allocate task based on past feedback or quality metrics
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency