Reassign tasks along the organisational hierarchy
Task delegation is when a person who was originally assigned a task passes it on to another person based on their position in the organisational hierarchy.
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
Form cross-department teams for end-to-end case handling.
Establish standardized interfaces
Consider a standardized interface with customers and partners
Consider the division of a general activity into two or more alternative activities
Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.
Preference-based task assignment
Let people do what they love to do
Reassign tasks along the organisational hierarchy
Experience-based task assignment
Delegate task according to experience: execution frequency, case involvement, interactions
Allocate task based on past feedback or quality metrics
If capacity is insufficient, consider increasing the available number of resources