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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

Combine activities

Combine small activities into composite activities

Buffer information

Buffer external information and subscribe to updates

Appoint case managers

Assign a responsible individual for handling each case type

Reduce touchpoints

Reduce the number of contacts with customers and third parties

Outsource activities

Delegate and optimize your operations

Split responsibilities

Avoid shared responsibilities for tasks by people from different functional units

Automate for environmental impact

Implement automation in a sustainable way

Human Process Performance

Consider whether it is eco-friendly to let humans work over machines

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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