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).
An organisation evaluates the performance of its customer service representatives based on customer feedback and assigns high-performing representatives to handle complex customer complaints.
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.
This pattern will result in high-quality outcomes
Foundational free Patterns
Consider automating activities
Assign a responsible individual for handling each case type
Empower workers for more decision-making authority
Elevate physical constraints by applying new technology
Establish standardized interfaces
Consider a standardized interface with customers and partners
Consider to deepen or broaden the skills of resources
Execute tasks when the grid is powered by renewable energy
Let customers interact with the company wherever they want to
Workload-based task assignment
Allocate tasks based on individuals' incomplete workload
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
Delegate tasks according to resource cost