Allocate tasks based on individuals' incomplete workload
Assign tasks to people based on their workload, which refers to the number of task instances started but not yet completed by a person
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
Let workers perform as many steps as possible for single cases
Assign a responsible individual for handling each case type
Reduce the number of contacts with customers and third parties
Minimize numerical involvement
Too many cooks spoil the broth
Consider to deepen or broaden the skills of resources
Offer customers the possibility to serve themselves
First-contact problem resolution
Establish a one-contact resolution for customer issues
Distribute tasks by interdepartmental interactions to enable or restrict involvement
Constraint-based task assignment
Allocate tasks considering business process execution constraints