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
Establish a case-based mindset
Remove batch-processing and periodic activities from your business process
Empower workers for more decision-making authority
Delegate and optimize your operations
Move activities to more appropriate places
Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.
Offer a green alternative with the same outcome, utilizing different steps, resources, or partners, while retaining the previous existing process
Automate for environmental impact
Implement automation in a sustainable way
Let customers interact with the company wherever they want to
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency
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