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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).



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.

Performance considerations

This pattern will result in high-quality outcomes


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Foundational free Patterns

Deploy extra resources

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

Apply Integral technology

Elevate physical constraints by applying new technology

Establish standardized interfaces

Consider a standardized interface with customers and partners

Minimize numerical involvement

Too many cooks spoil the broth

Resequence activities

Move activities to more appropriate places

Offer temporal flexibility

Let customers interact with your organization whenever they want to.

Generalize your process

Explore whether a process can easily be used for additional products or services

Task delegation

Reassign tasks along the organisational hierarchy

Quality-based task assignment

Allocate task based on past feedback or quality metrics


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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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