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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

Automate activities

Consider automating activities

Assign cases

Let workers perform as many steps as possible for single cases

Distinguish case types

Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes

Isolate exceptions

Design business processes for typical cases and isolate exceptional cases from the normal flow

Minimize numerical involvement

Too many cooks spoil the broth

Offer Customer self-service

Offer customers the possibility to serve themselves

Tailored privacy settings

Offer customers the possibility to choose among privacy settings

Expertise-based task assignment

Match tasks to experts' specialized skills for efficiency

Teamwork-based assignment

Allocate task based on collaborative experience: handover time, interactions, diversity

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Deploy extra resources

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

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