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
Eliminate unnecessary activities
Let workers perform as many steps as possible for single cases
Form cross-department teams for end-to-end case handling.
Order knock-outs by least effort and highest termination probability first.
Consider to deepen or broaden the skills of resources
Automate for environmental impact
Implement automation in a sustainable way
Let customers interact with the company wherever they want to
First-contact problem resolution
Establish a one-contact resolution for customer issues
Constraint-based task assignment
Allocate tasks considering business process execution constraints
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency