Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Case Management<br />A Trisotech Perspective<br />Some Reflections : 7 April 2011<br />Denis Gagné<br />
Caveat<br />This is not a « Position » presentation but rather a collection of current reflections on the topic<br />Focus...
A Purist View<br />Process Management<br />Concerned with the Lifecycle of a Process<br />Content/Document Management<br /...
Of Case and Process<br />Case Management<br />The Case is the central entity and Processes are applied as needed<br />Many...
Of Case and Content/Document<br />Case Management<br />The Case is the central entity and Content/Documents are consulted ...
Defining Nature of Case Management<br />Case as central entity<br />Plan, Coordinate, Control Work efforts and apply Resou...
The Case Worker Perspective<br />Can use their experience and knowledge to determine the next Action to progress the Case<...
Defining Nature of a Case<br />A Case is an abstract business entity <br />A Case has a Lifecycle<br />A Case has a Case f...
Case Progression (Perspective)<br />The lifecycle provides a « Leading » perspective for the Case<br />The Case File provi...
Case Lifecycle<br />A Case has a Lifecycle<br />A Lifecycle is a collection of Sates and/or Milestones and their Interrela...
Case file<br />A Case has a Case file<br />A Case file contains the explicit knowledge of the Case<br />A Case file contai...
Case Actions<br />Tacit Knowledge<br />Actions can be taken againts a Case<br />May Trigger<br />An Action can be triggere...
Case Management<br />Tacit Knowledge<br />May Take<br />This conceptual view of Case Management<br />Accounts for: <br /><...
	Adaptive, and
	Hybrid Case Management </li></ul>May Trigger<br />Actions<br />May Affect<br />Applied to<br />Current<br />Explicit Know...
Upcoming SlideShare
Loading in …5
×

of

Case Management:  Trisotech Perspective (7 Apr 2011) Slide 1 Case Management:  Trisotech Perspective (7 Apr 2011) Slide 2 Case Management:  Trisotech Perspective (7 Apr 2011) Slide 3 Case Management:  Trisotech Perspective (7 Apr 2011) Slide 4 Case Management:  Trisotech Perspective (7 Apr 2011) Slide 5 Case Management:  Trisotech Perspective (7 Apr 2011) Slide 6 Case Management:  Trisotech Perspective (7 Apr 2011) Slide 7 Case Management:  Trisotech Perspective (7 Apr 2011) Slide 8 Case Management:  Trisotech Perspective (7 Apr 2011) Slide 9 Case Management:  Trisotech Perspective (7 Apr 2011) Slide 10 Case Management:  Trisotech Perspective (7 Apr 2011) Slide 11 Case Management:  Trisotech Perspective (7 Apr 2011) Slide 12 Case Management:  Trisotech Perspective (7 Apr 2011) Slide 13 Case Management:  Trisotech Perspective (7 Apr 2011) Slide 14 Case Management:  Trisotech Perspective (7 Apr 2011) Slide 15
Upcoming SlideShare
Foreign Direct Investment
Next

2 Likes

Share

Case Management: Trisotech Perspective (7 Apr 2011)

Presentation I made on 7 April 2011 in the context of the preparation of a future Case Management Standard

Related Books

Free with a 30 day trial from Scribd

See all

Related Audiobooks

Free with a 30 day trial from Scribd

See all

Case Management: Trisotech Perspective (7 Apr 2011)

  1. 1. Case Management<br />A Trisotech Perspective<br />Some Reflections : 7 April 2011<br />Denis Gagné<br />
  2. 2. Caveat<br />This is not a « Position » presentation but rather a collection of current reflections on the topic<br />Focus on the « What » not the « How »<br />Not meant to be comprehensive<br />Let’s agree to disagree<br />Case Management already has many different definitions and implementations <br />
  3. 3. A Purist View<br />Process Management<br />Concerned with the Lifecycle of a Process<br />Content/Document Management<br />Concerned with the Lifecycle of Content/Document<br />Case Management<br />Concerned with the Lifecycle of a Case<br />All Involve Structured and Unstructured Work Efforts<br />All are Means to achieving the Organization’s Ends<br />Hybrids in all dimensions are possible and do exists<br />
  4. 4. Of Case and Process<br />Case Management<br />The Case is the central entity and Processes are applied as needed<br />Many Processes may be applied to a Case<br />Process Management<br />The Process may progress the Case(s)<br />The Case (most often) lives on past the process<br />
  5. 5. Of Case and Content/Document<br />Case Management<br />The Case is the central entity and Content/Documents are consulted or created as needed<br />Many Contents/Documents may be consulted or created in the context of a Case<br />Content/Document Management<br />Some Content/Document are an integral part of the Case<br />The same Content/Document may be consulted within many different Cases<br />
  6. 6. Defining Nature of Case Management<br />Case as central entity<br />Plan, Coordinate, Control Work efforts and apply Resources to progress a Case<br />Work efforts => Structured and Unstructured<br />Resources => Case Workers (Knowledge Workers) and Knowledge<br />Knowledge => Explicit and Tacit<br />Is Governed and Auditable<br />Governed => Directives and Restrictions<br />Auditable => Comprehensive Time Based History<br />
  7. 7. The Case Worker Perspective<br />Can use their experience and knowledge to determine the next Action to progress the Case<br />Initiate a Process, <br />Initiate a Collaboration,<br />Add Facts to the Case,<br />Log an Event,<br />Etc..<br />
  8. 8. Defining Nature of a Case<br />A Case is an abstract business entity <br />A Case has a Lifecycle<br />A Case has a Case file (folder)<br />Actions can be taken against a Case<br />Actions<br />Applied to<br />has a<br />has a<br />Case<br />Case file<br />Lifecycle<br />
  9. 9. Case Progression (Perspective)<br />The lifecycle provides a « Leading » perspective for the Case<br />The Case File provides a « Lagging » perspective for the Case<br />The Actions are taken in the « Current » Perspective of the Case<br />Actions<br />Current<br />Case<br />Case file<br />Lifecycle<br />Lagging<br />Leading<br />
  10. 10. Case Lifecycle<br />A Case has a Lifecycle<br />A Lifecycle is a collection of Sates and/or Milestones and their Interrelationships<br />Milestone = specific State @ specific TimePoint<br />A Lifecycle could be defined using various means:<br />State Diagram<br />Sequence of Phases<br />Stage Gates<br />Etc..<br />Actions<br />Applied to<br />has a<br />has a<br />Case<br />Case file<br />Lifecycle<br />
  11. 11. Case file<br />A Case has a Case file<br />A Case file contains the explicit knowledge of the Case<br />A Case file contains structured or unstructured knowledge about the Case<br />A Case file contains Case facts<br />A Case file should contain a rich TimeAction log of the Case (instance)<br />Actions<br />Applied to<br />Explicit Knowledge<br />has a<br />has a<br />Case<br />Case file<br />Lifecycle<br />Contains<br />Facts<br />
  12. 12. Case Actions<br />Tacit Knowledge<br />Actions can be taken againts a Case<br />May Trigger<br />An Action can be triggered Automatically or Manually<br />An Action can make the Case progress within its Lifecycle or not<br />An Action is taken in the current Explicit and Tacit context of the Case <br />Case file provides the explicit context<br />Case Worker provides the tacit context<br />Actions can be« available » or not depending on the current explicit context of the Case<br />Availability is Governed<br />Actions can be defined using various means:<br />Logging (Events, States, Actions, etc)<br />Applying Resources (Human, Material)<br />CRUD Content/Document<br />Process (BPMN) (Man or Auto initiated)<br />Rule Set (Inferences ?) <br />ECA<br />,etc.<br />May Trigger<br />Actions<br />May Affect<br />Applied to<br />Explicit Knowledge<br />has a<br />has a<br />Case<br />Case file<br />Lifecycle<br />
  13. 13. Case Management<br />Tacit Knowledge<br />May Take<br />This conceptual view of Case Management<br />Accounts for: <br /><ul><li> Prescriptive,
  14. 14. Adaptive, and
  15. 15. Hybrid Case Management </li></ul>May Trigger<br />Actions<br />May Affect<br />Applied to<br />Current<br />Explicit Knowledge<br />has a<br />has a<br />Case<br />Case file<br />Lifecycle<br />Lagging<br />Leading<br />Contains<br />Facts<br />
  16. 16. Within this Conceptual View<br />Can treat a BPMN Process Instance as a Case: <br />Case file = Process instance data + logs + annotations ++<br />Case Lifecycle = BPMN Process Lifecycle<br />Case Actions = BPMN Process Model<br />Can treat an Law Case as a Case<br />Case file = Legal Docket<br />Case Lifecycle = According to Jurisdiction (Open, Active, Filed, ….)<br />Case Actions = Legal Procedures, various ECA and Rule sets, Manual logging of events and decisions…<br />Can treat an Employee as a Case<br />Case file = Employee’s file<br />Case Lifecycle = Candidate, Active, Fired, Retired …<br />Case Actions = Vacation Request Process, various ECA and Rule sets, Manual logging of events and decisions…<br />
  17. 17. Defining a Case Management Standard<br />Important to take a Case Management View<br />Not a Process view of Case<br />Not a Content/Document view of Case<br />Reference to BPMN 2.0 and CMIS 1.0<br />Loose Coupling<br />Extensions if necessary but not necessarily extensions<br />
  • vskornyakov

    Aug. 31, 2011
  • steinarcarlsen

    Apr. 8, 2011

Presentation I made on 7 April 2011 in the context of the preparation of a future Case Management Standard

Views

Total views

1,086

On Slideshare

0

From embeds

0

Number of embeds

62

Actions

Downloads

0

Shares

0

Comments

0

Likes

2

×