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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).

Description

Example

An organisation evaluates the performance of its customer service representatives based on customer feedback and assigns high-performing representatives to handle complex customer complaints.

Implementation

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

Combine activities

Combine small activities into composite activities

Deploy extra resources

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

Minimize numerical involvement

Too many cooks spoil the broth

Split responsibilities

Avoid shared responsibilities for tasks by people from different functional units

Use eco-friendly resources

Replace underlying resources with eco-friendly alternatives

Human Process Performance

Consider whether it is eco-friendly to let humans work over machines

Offer Customer self-service

Offer customers the possibility to serve themselves

Experience-based task assignment

Delegate task according to experience: execution frequency, case involvement, interactions

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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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