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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

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Assign cases

Let workers perform as many steps as possible for single cases

Work in customer teams

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

Establish standardized interfaces

Consider a standardized interface with customers and partners

Minimize numerical involvement

Too many cooks spoil the broth

Green Feature

Let products appear greener

Offer Customer self-service

Offer customers the possibility to serve themselves

Experience-based task assignment

Delegate task according to experience: execution frequency, case involvement, interactions

Department-based assignment

Distribute tasks by interdepartmental interactions to enable or restrict involvement

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Deploy extra resources

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

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