I have been working on various BPM products for last few years. Recently, i got a chance to work on BPM Case Management . It also called Adaptive Case Management(ACM). So, i decided to write my understanding about case management.
To understand case management, first we have to understand different types BPM processes. We can divide BPM processes in two categories predictive and non-predictive BPM processes.
Predictive BPM Processes : It's tradition BPM processes whose outcome is already defined and it's repeatable. e.g. Leave Management , Expense Re-reimbursement , Account Management etc. These processes implementations presume a level of repeatability in the steps taken to accomplish a goal and to complete work.By nature it requires a predefined process model, tend towards an approach where choices and order are predefined to the greatest extent possible.
Non-Predictive BPM Processes : These processes are non-repeatable and non-predicable. We don't know the outcome of the process in the beginning. e.g Insurance Claim, Incident Management etc.
What is Case Management?
Case Management is a approach that is useful when processes are not repeatable.Case Management doesn't presume that there is always an order and structure to work. This is consistent with the way many knowledge workers approach their jobs,tasks are completed in different orders based on how and when events happen. In a case management approach participants control the process, and change it on a case-by-case basis. They have complete control over the case. They suppose to manage Participant Changes , Activity Changes and Flow changes.
The unpredictability of the process is a key indicator of whether the work should handled via a case management approach, or via traditional process management approach.
In the following blogs, i will write more about case management and it's real time examples
To understand case management, first we have to understand different types BPM processes. We can divide BPM processes in two categories predictive and non-predictive BPM processes.
Predictive BPM Processes : It's tradition BPM processes whose outcome is already defined and it's repeatable. e.g. Leave Management , Expense Re-reimbursement , Account Management etc. These processes implementations presume a level of repeatability in the steps taken to accomplish a goal and to complete work.By nature it requires a predefined process model, tend towards an approach where choices and order are predefined to the greatest extent possible.
Non-Predictive BPM Processes : These processes are non-repeatable and non-predicable. We don't know the outcome of the process in the beginning. e.g Insurance Claim, Incident Management etc.
What is Case Management?
Case Management is a approach that is useful when processes are not repeatable.Case Management doesn't presume that there is always an order and structure to work. This is consistent with the way many knowledge workers approach their jobs,tasks are completed in different orders based on how and when events happen. In a case management approach participants control the process, and change it on a case-by-case basis. They have complete control over the case. They suppose to manage Participant Changes , Activity Changes and Flow changes.
The unpredictability of the process is a key indicator of whether the work should handled via a case management approach, or via traditional process management approach.
In the following blogs, i will write more about case management and it's real time examples
Thanks for posting this information.
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