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
Buffer external information and subscribe to updates
Assign a responsible individual for handling each case type
Reduce the number of contacts with customers and third parties
Form cross-department teams for end-to-end case handling.
Empower workers for more decision-making authority
If capacity is insufficient, consider increasing the available number of resources
Collect similar work items and work in batches
Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.
Experience-based task assignment
Delegate task according to experience: execution frequency, case involvement, interactions
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency