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Case Management!!

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The Case Management has always been considered as a one of the “sweetest features” in a BPM Product.
It actually refers to the grouping or clubbing of tasks or work items based on some context and dependency.
A case can sometimes be considered a amalgamation of many processes, tasks, policies, and supporting content.

Here is very simple scenario that explains what “Case-Management” is all about!!

Work-instance – 1 : Request for Residence Address Change
Work-instance- 2 : Request for a new Cheque Book to be delivered at residence

Now, if we see closely both the request – Both the requests seem to be related and dependent on each other.
Unless the Address is changed/updated the Cheque Book cannot be delivered at the correct address.

So, it is very important to club these two Work-instances together. Now, when we say “club together” – it means to have a Case en-capsuling both the work objects.

A similar scenario can also be depicted in case of a Health-care domain, with a Primary Insurer related to several dependents in his/her family.

Advantages of Case Management :

  • Clubbing together similar and dependent cases
  • Easy Reporting Purpose
  • Allows users to define new case templates
  • Reuse existing case and work types
  • Manage various aspects of work processing like SLA, conditional instantiation etc.
  • Handle exceptions with ease
  • Reduce error rates and increase consistency.

Dynamic & Ad Hoc Case Handling

  • Contextual processing of case is based on type, product, geography, subject, and time frame
  • Ad hoc addition and modification of processes, subcases, tasks and content to the case

Important Terminologies

  • Case: Top-level case under which all other elements are nested: tasks, task groups, subcases, content/attachments.
  • Case Type: Most case management applications will handle a few to several case types. Case types define the unique processing, and may also define the content.  Case types may be substantially similar.
  • Content: Structured or unstructured documents containing information relevant to the case.
  • Dependency: A dependency indicates that different elements of a case have some association or dependency on another.
  • Process: The entity that contains the rules and order of completion for the nested items within a given case.
  • Related Case: A case that is related to the top-level case, but neither case requires the completion of the other.
  • Rules: Rules are integral to processes, but also guide the processing of individual elements such as tasks, task groups, subcases and the case.
  • Subcase: A subcase is a case that is nested under a top-level case. The subcase represents work that must be completed to resolve the case. Subcases may also be top-level cases.
  • Subject: The principal focus of a case. There may also be related subjects. Related subjects might be relatives, cohabiters, or related objects such as buildings, products, etc.
  • Task: An assignment to do something. Tasks may be one step, or multiple steps. This may be assigned to a person, a group, an entity, or a system. It may be associated with a case or a subcase.

Pega’s Answer to Case Management

  • Pega Rules Process Commander is considered to be one of the best candidates when it comes to Case Management.
  • There are concepts like Cover & Folders which drive the Case Management strategy within Pega
  • Link : http://www.pega.com/products/case-management

IBM’s Answer to Case Management

Not sure if this can be leveraged with the current Lombardi version of BPM or if the New Lombardi version 7.5 comes with an inbuilt Case management Feature.
If you have any info in this regard, please do share your thoughts and view points.

With so many companies and products pitching in it is very important to evaluate the products and have a clear picture depicting the business needs vs the features provided by the product.

Here is a snapshot of what Forrester feels about different firms and their position :


Happy Learning!! 🙂

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1 Comment

  1. […] Service Case Manager!! In one of my earlier blogs we just touch based on the concepts of the Case Management from a theoretical and generic standpoint.  https://thebpmfreak.wordpress.com/2011/11/29/case-management/ […]

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