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KMWorld Makes a Case For Case Management

Why Case Management Modeling Is Vital For Creating Systems of Engagement

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By: Roger Hughlett

January 8, 2014 | Company NewsCase Management/BPM

While there certainly is a place for traditional Business Process Management (BPM) solutions in most organizations, a growing number of enterprises are discovering that taking a more dynamic case management approach to business processes delivers better results.

KMWorld, one of the leading resources for research and news about knowledge management, content management and document management, examines the differences between traditional BPM solutions and case management solutions in a new report titled “Best Practices in BPM & Case Management.” (Download the free White Paper today.)

In the lead article, KMWorld Publisher Andy Moore discusses what he calls a “nearly invisible shift in the business of business process.” That shift is moving enterprises away from the rigid traditional BPM solutions that take a process-first approach, and moving enterprises toward implementing case management solutions that are designed to be more flexible and responsive to different scenarios and changing needs.

Andy spoke with Bob Ragsdale, MicroPact Vice President, Marketing, to find out where entellitrak fits in the world of case management and BPM.

“I see case management as being at one end of a continuous spectrum – BPM is at one end of the spectrum, with its very rigid data, and at the opposite extreme there’s case management, which deals with unstructured information … and less structured process,” Bob told Andy.

Bob goes on to share other examples to support entellitrak’s Data-First™ approach to dynamic case management. Andy grabs on to the examples and eventually adds his take on case management “I call case management BPM’s smarter brother,” Andy writes.

Also included in the white paper is a piece by Bob that was written exclusively for KMWorld titled “Case Management Modeling: Creating Systems of Engagement.” In this article, Bob analyzes the advantages associated with taking a Data-First approach to case management.

Data-First modeling means you start with the information or data rather than the process or even the policies that govern a particular business operation. By starting with the data, an organization can develop a more dynamic system in less time with more buy-in from the knowledge workers who will be using the system.

In the end, so much of what organizations do on a daily basis can be considered case management. From managing letters and emails from customers to ruling on insurance claims and related appeals, business processes are unstructured and can change on a dime. As Bob writes, you can’t control how an investigation will go. You also can’t control what will be written or requested in an email.

The best enterprise case management solutions are capable of handling those variables and keeping operations moving forward without jeopardizing outcomes in the name of efficiencies. After all , an efficient process that delivers inaccurate outcomes ends up costing an organization more in the end.

About the Author

Roger Hughlett was a member of the Marketing Team with MicroPact from 2013 - 2015.