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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

Establish a case-based mindset

Remove batch-processing and periodic activities from your business process

Reduce touchpoints

Reduce the number of contacts with customers and third parties

Isolate exceptions

Design business processes for typical cases and isolate exceptional cases from the normal flow

Fail Early

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

Parallelize activities

Consider whether activities may be executed in parallel

Specialist-generalist

Consider to deepen or broaden the skills of resources

Green Compensation

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

Offer Customer self-service

Offer customers the possibility to serve themselves

Experience-based task assignment

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

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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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