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Task delegation

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).

Description

Performance considerations

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Foundational free Patterns

Appoint case managers

Assign a responsible individual for handling each case type

Reduce touchpoints

Reduce the number of contacts with customers and third parties

Split responsibilities

Avoid shared responsibilities for tasks by people from different functional units

Green Feature

Let products appear greener

Offer Customer self-service

Offer customers the possibility to serve themselves

First-contact problem resolution

Establish a one-contact resolution for customer issues

Expertise-based task assignment

Match tasks to experts' specialized skills for efficiency

Quality-based task assignment

Allocate task based on past feedback or quality metrics

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Deploy extra resources

If capacity is insufficient, consider increasing the available number of resources

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