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Role-based task assignment

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).

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Performance considerations

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Foundational free Patterns

Reduce touchpoints

Reduce the number of contacts with customers and third parties

Empower resources

Empower workers for more decision-making authority

Isolate exceptions

Design business processes for typical cases and isolate exceptional cases from the normal flow

Consolidate Work

Collect similar work items and work in batches

First-contact problem resolution

Establish a one-contact resolution for customer issues

Expertise-based task assignment

Match tasks to experts' specialized skills for efficiency

Role-based task assignment

Assign tasks based on resources' roles in the organisation

Workload-based task assignment

Allocate tasks based on individuals' incomplete workload

Quality-based task assignment

Allocate task based on past feedback or quality metrics

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Expertise-based task assignment

Match tasks to experts' specialized skills for efficiency

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