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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

Combine activities

Combine small activities into composite activities

Work in customer teams

Form cross-department teams for end-to-end case handling.

Empower resources

Empower workers for more decision-making authority

Consolidate Work

Collect similar work items and work in batches

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

Preference-based task assignment

Let people do what they love to do

Workload-based task assignment

Allocate tasks based on individuals' incomplete workload

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Deploy extra resources

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

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