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
Consider automating activities
Eliminate unnecessary activities
Establish a case-based mindset
Remove batch-processing and periodic activities from your business process
Form cross-department teams for end-to-end case handling.
Elevate physical constraints by applying new technology
Let customers interact with the company wherever they want to
First-contact problem resolution
Establish a one-contact resolution for customer issues
Preference-based task assignment
Let people do what they love to do
Allocate task based on collaborative experience: handover time, interactions, diversity
If capacity is insufficient, consider increasing the available number of resources