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
Let workers perform as many steps as possible for single cases
Minimize numerical involvement
Too many cooks spoil the broth
Consider whether activities may be executed in parallel
Move activities to more appropriate places
Let products appear greener
Consider whether it is eco-friendly to let humans work over machines
Offer customers the possibility to choose among privacy settings
First-contact problem resolution
Establish a one-contact resolution for customer issues
Delegate tasks according to resource cost
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