Broadening the Scope for Advanced Case Management
The terms “project”, “process” and “case” are not generally interchangeable. In business we have a tendency to associate collaborative activities with projects, and repetitive tasks with processes, and we service them with different IT toolsets – project management systems for the former, and workflow and BPM for the latter. When it comes to managing “cases”, it is easy to think in very narrow terms such as healthcare, social care, or criminal investigation. Yet almost any project or collaborative activity which has a beginning, an end, and an outcome, can be considered to be a case. Equally, any process which involves multiple interactions, diverse communications and multiple potential outcomes can also be a case.
Advanced Case Management Leadership Guide
The dynamics of the world economy and the demands on governments at all levels put increasing pressure on organizations to reduce costs while seeking new opportunities to grow and differentiate their products and services. The pervasiveness of the Internet and mobile devices is fostering multichannel customer engagements, which drives new, innovative ways to deliver more effective customer experiences and better business outcomes.