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Preference-based task assignment

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).

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Performance considerations

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Foundational free Patterns

Automate activities

Consider automating activities

Buffer information

Buffer external information and subscribe to updates

Work in customer teams

Form cross-department teams for end-to-end case handling.

Fail Early

Order knock-outs by least effort and highest termination probability first.

Minimize numerical involvement

Too many cooks spoil the broth

Human Process Performance

Consider whether it is eco-friendly to let humans work over machines

First-contact problem resolution

Establish a one-contact resolution for customer issues

Department-based assignment

Distribute tasks by interdepartmental interactions to enable or restrict involvement

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Expertise-based task assignment

Match tasks to experts' specialized skills for efficiency

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