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
Let workers perform as many steps as possible for single cases
Assign a responsible individual for handling each case type
Empower workers for more decision-making authority
If capacity is insufficient, consider increasing the available number of resources
Consider whether activities may be executed in parallel
Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.
Let customers interact with your organization whenever they want to.
Offer customers the possibility to serve themselves
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency
Form cross-department teams for end-to-end case handling.
Distribute tasks by interdepartmental interactions to enable or restrict involvement