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
Buffer external information and subscribe to updates
Design business processes for typical cases and isolate exceptional cases from the normal flow
Order knock-outs by least effort and highest termination probability first.
Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.
Let customers interact with the company wherever they want to
Explore whether a process can easily be used for additional products or services
Preference-based task assignment
Let people do what they love to do
Delegate tasks according to resource cost
Allocate task based on collaborative experience: handover time, interactions, diversity
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