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Workload-based task assignment

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).

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Performance considerations

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Foundational free Patterns

Combine activities

Combine small activities into composite activities

Reduce touchpoints

Reduce the number of contacts with customers and third parties

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

Automate for environmental impact

Implement automation in a sustainable way

Offer Customer self-service

Offer customers the possibility to serve themselves

Tailored privacy settings

Offer customers the possibility to choose among privacy settings

First-contact problem resolution

Establish a one-contact resolution for customer issues

Workload-based task assignment

Allocate tasks based on individuals' incomplete workload

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Constraint-based task assignment

Allocate tasks considering business process execution constraints

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