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
Let workers perform as many steps as possible for single cases
Assign a responsible individual for handling each case type
Reduce the number of contacts with customers and third parties
If capacity is insufficient, consider increasing the available number of resources
Consider whether activities may be executed in parallel
Replace underlying resources with eco-friendly alternatives
Let customers interact with your organization whenever they want to.
First-contact problem resolution
Establish a one-contact resolution for customer issues
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency
If capacity is insufficient, consider increasing the available number of resources