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
Combine small activities into composite activities
Let workers perform as many steps as possible for single cases
Form cross-department teams for end-to-end case handling.
Empower workers for more decision-making authority
Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.
Let customers interact with the company wherever they want to
Offer customers the possibility to serve themselves
First-contact problem resolution
Establish a one-contact resolution for customer issues
Assign tasks based on resources' roles in the organisation
If capacity is insufficient, consider increasing the available number of resources