What is case management?
Modeling within the framework of business process management is relatively easy to implement for predictable processes. However, not all business processes can be easily modeled with rigid procedures. For unpredictable, complex processes, there is case management, which does not prescribe rigid paths and supports employees in their decision-making. The term originally comes from social services, but is used in the IT sector in the context of technical workflow solutions.
Case management involves checking whether a decision, disruption, or similar issue can be handled according to a standard procedure or whether individual processing is necessary. The latter is required in unpredictable cases where decisions based on human experience, for example, are needed. In contrast to a classic, linear workflow, which tends to deal with rigid, predictable work steps, case management involves a workflow that is designed to achieve an individual goal under given conditions. Due to the highly individual nature of the cases that need to be processed, technical support in case management is a challenging task.
A case consists of unordered activities and documents that are needed to achieve the goal. The activities can be divided into mandatory, similar activities and optional, individual activities. Since the characteristics can be unpredictable, the activities are usually controlled by employees who have the specialist knowledge and expertise to make individual decisions for the cases. CMMN can be used to graphically map processes within the framework of case management.
Case Management Solutions Case management solutions in the IT sector are applications designed to support, digitize, and automate complex, unstructured processes. Unpredictable sub-processes can be modeled during processing. Knowledge workers can be involved in this process, using their expertise to decide when which activity makes the most sense. In addition, intelligent algorithms can be used that automatically utilize information from previously successfully completed cases and make it available for new, similar cases for decision-making and process optimization. Case management solutions improve collaboration by making coordination across business areas possible. This leads to cost-efficient, more reliable, and faster processes.
At ISR, we offer comprehensive consulting services on the topic of case management. We would be happy to design, implement, and optimize a customized solution for you based on IBM Case Management or other systems. Let our Digital Operations Team advise you!