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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

Assign cases

Let workers perform as many steps as possible for single cases

Establish a case-based mindset

Remove batch-processing and periodic activities from your business process

Parallelize activities

Consider whether activities may be executed in parallel

Consolidate Work

Collect similar work items and work in batches

Green Compensation

Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.

Use eco-friendly resources

Replace underlying resources with eco-friendly alternatives

Experience-based task assignment

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

Quality-based task assignment

Allocate task based on past feedback or quality metrics

Teamwork-based assignment

Allocate task based on collaborative experience: handover time, interactions, diversity

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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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