Posts Tagged ‘Case Management’

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This a question from one of the BPM forums: If case management is the answer, what is the question?

June 5, 2012

Our response:
As an organization are we thinking on terms of collaboration and driving for a higher degree of customer engagement via channels our customer wants to use?

Case Management is an approach to improving how work is done. It is both methodology and technology. Processes have to be defined, understood and made efficient. Management must be adroit to acknowledge that not all knowledge workers work the same, understand how each worker works, what are the application expectations, what the user requires of the application, who is the knowledge worker, what do they do, what are the pain points – taking on an historical analysis. Rules have to be defined for collaboration to take place within the framework of the Case, thus governance and controls are important.

Recognition of social capabilities, the consumption of large amounts of data, how workers connect with one another, the different conventions used to collaborate and the ability to automate within the context of the Case are very important. For those organizations that are consumer driven, providing their customer with access to information when, where and how they want to see it is a strength of CM, you see this with banks and insurance companies.
These are just a few thinking points.

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Gartner Says…LOL

February 25, 2012

Posted in Linkedin Group Adaptive Case Management

Within the IT community Gartner tends to have the status of when Gartner speaks IT professionals listen. Well this time Gartner you’re funny and somewhat late. Unfortunately Gartner’s findings/predictions are not revelation about organizational politics playing havoc on change and BPM efforts . We know all too well about the politics and the aversion to change that makes our work prickly and thwarts sustainability – look at Borders and Kodak for starters. As for the “shadow processes” aka known as the 20% unknown or the unstructured processes, PaaS maybe a solution, albeit capturing those steps involved in the value stream would be more valuable to the organization, structured as Case Management, capturing the process as BPM PaaS would be a better approach. With their prediction of unstructured processes rising by 2015, 40 percent or more of enterprise work will be non-routine, up from 25 percent in 2010; says creativity is on the rise and organizations will have to welcome adroit management strategies and structure for process visibility, control and IT architecture.

As for gamification strategy…hmm, the rule of game – there is a winner and a loser. In the real world the loser does not get the chance to come back and do it differently. Gaming is a creative approach to collaboration and strategic planning; the strategy has to keep the knowledge worker in the game, alive and well and scoring point. Getting and keeping the knowledge worker involved as the SME while the Practitioner facilitates the process against the goals of the organization is a winning game strategy.

We have posted a link to the press release under iArticles.