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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

Automate activities

Consider automating activities

Eliminate activities

Eliminate unnecessary activities

Work in customer teams

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

Empower resources

Empower workers for more decision-making authority

Fail Early

Order knock-outs by least effort and highest termination probability first.

Outsource activities

Delegate and optimize your operations

Split responsibilities

Avoid shared responsibilities for tasks by people from different functional units

Consolidate Work

Collect similar work items and work in batches

First-contact problem resolution

Establish a one-contact resolution for customer issues

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Expertise-based task assignment

Match tasks to experts' specialized skills for efficiency

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