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
Combine small activities into composite activities
Assign a responsible individual for handling each case type
Form cross-department teams for end-to-end case handling.
If capacity is insufficient, consider increasing the available number of resources
Offer a green alternative with the same outcome, utilizing different steps, resources, or partners, while retaining the previous existing process
Let products appear greener
First-contact problem resolution
Establish a one-contact resolution for customer issues
Preference-based task assignment
Let people do what they love to do
Reassign tasks along the organisational hierarchy
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