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
Design business processes for typical cases and isolate exceptional cases from the normal flow
Elevate physical constraints by applying new technology
Order knock-outs by least effort and highest termination probability first.
Minimize numerical involvement
Too many cooks spoil the broth
Consider to deepen or broaden the skills of resources
Collect similar work items and work in batches
Automate for environmental impact
Implement automation in a sustainable way
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