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
Form cross-department teams for end-to-end case handling.
Delegate and optimize your operations
Consider the division of a general activity into two or more alternative activities
Consider whether it is eco-friendly to let humans work over machines
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency
Reassign tasks along the organisational hierarchy
Performance-based task assignment
Allocate tasks based on past performance: execution time and success
Delegate tasks according to resource cost
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