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Quality-based task assignment

Allocate task based on past feedback or quality metrics

Assign a task based on prior internal or external customer feedback or quality metrics

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).

Description

Example

An organisation evaluates the performance of its customer service representatives based on customer feedback and assigns high-performing representatives to handle complex customer complaints.

Implementation

For quality-based task assignments, details related to the customer evaluation feedback for resources need to be known. At the time of allocation, people with the best quality feedback will be chosen for the task.

Performance considerations

This pattern will result in high-quality outcomes

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Foundational free Patterns

Automate activities

Consider automating activities

Eliminate activities

Eliminate unnecessary activities

Deploy extra resources

If capacity is insufficient, consider increasing the available number of resources

Green Compensation

Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.

Green Variant

Offer a green alternative with the same outcome, utilizing different steps, resources, or partners, while retaining the previous existing process

Human Process Performance

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

Expertise-based task assignment

Match tasks to experts' specialized skills for efficiency

Workload-based task assignment

Allocate tasks based on individuals' incomplete workload

Performance-based task assignment

Allocate tasks based on past performance: execution time and success

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Connected to

Experience-based task assignment

Delegate task according to experience: execution frequency, case involvement, interactions

Performance-based task assignment

Allocate tasks based on past performance: execution time and success

Cost-based task assignment

Delegate tasks according to resource cost

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