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
Assign a responsible individual for handling each case type
Elevate physical constraints by applying new technology
Consider whether activities may be executed in parallel
Offer a green alternative with the same outcome, utilizing different steps, resources, or partners, while retaining the previous existing process
Automate for environmental impact
Implement automation in a sustainable way
Let customers interact with the company wherever they want to
First-contact problem resolution
Establish a one-contact resolution for customer issues
Workload-based task assignment
Allocate tasks based on individuals' incomplete workload
Allocate task based on collaborative experience: handover time, interactions, diversity
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency