Allocate task based on collaborative experience: handover time, interactions, diversity
Assign a task to a person based on their experience working with other resources, which is measured by factors such as the time taken for handovers, number of interactions, and diversity of experience with different people
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).
The review risk task in a loan application process requires two resources to work together. The task is hence allocated to resources A and B as they have evidenced working well together in the past. Impact: This pattern will result in a high-quality outcome in less time and cost.
For a teamwork-based assignment, a prior understanding of the interaction of a resource with other resources needs to be known. Based on that understanding, appropriate resources will be allocated
This pattern will result in a high-quality outcome in less time and cost.
Foundational free Patterns
Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes
Reduce the number of contacts with customers and third parties
Order knock-outs by least effort and highest termination probability first.
Move activities to more appropriate places
Replace underlying resources with eco-friendly alternatives
Let customers interact with the company wherever they want to
First-contact problem resolution
Establish a one-contact resolution for customer issues
Allocate task based on past feedback or quality metrics
Allocate task based on collaborative experience: handover time, interactions, diversity
Form cross-department teams for end-to-end case handling.
Distribute tasks by interdepartmental interactions to enable or restrict involvement