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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

Eliminate activities

Eliminate unnecessary activities

Buffer information

Buffer external information and subscribe to updates

Work in customer teams

Form cross-department teams for end-to-end case handling.

Empower resources

Empower workers for more decision-making authority

Establish standardized interfaces

Consider a standardized interface with customers and partners

Human Process Performance

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

Preference-based task assignment

Let people do what they love to do

Workload-based task assignment

Allocate tasks based on individuals' incomplete workload

Cost-based task assignment

Delegate tasks according to resource cost

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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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