Assign tasks based on resources' roles in the organisation
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).
Foundational free Patterns
Consider automating activities
Eliminate unnecessary activities
Let workers perform as many steps as possible for single cases
Reduce the number of contacts with customers and third parties
Form cross-department teams for end-to-end case handling.
If capacity is insufficient, consider increasing the available number of resources
Consider whether activities may be executed in parallel
First-contact problem resolution
Establish a one-contact resolution for customer issues
Reassign tasks along the organisational hierarchy
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency