This document discusses the differences between business process management (BPM) and case management (CM). BPM focuses on optimizing routine, repeatable business processes, while CM handles more dynamic, knowledge-based work. The document proposes that few real-world processes are fully structured or unstructured, so CM and BPM often work together, with structured processes sometimes spawning case management exceptions and cases invoking structured process fragments when needed.

1. Business Process Management and Case ManagementSandy KemsleyKemsley Design Ltd.www.column2.com

2. AgendaFrom routine work to knowledge workCase management (CM) and business process management (BPM): what’s the difference?How CM and BPM work together

3. Work: Taylor vs. DruckerScientific managementStandardize processes to increase efficiencyManagement by objectivesParticipants choose actions to meet goals

4. Routine WorkRoutine work can be analyzed and a common pattern derived...it can be automated by traditional process automation means.Mastering The Unpredictable

5. Knowledge WorkKnowledge work...does not have the level of repeatability found in routine work. When it comes to work automation, any advantage gained from similarities is overwhelmed by the additional costs of having to accommodate the differences.Mastering The Unpredictable

6. BPM Defined (Gartner)Optimizing the performance of end-to-end business processesMaking the business process explicit and visible to business and IT through modeling, monitoring and optimizationKeeping the business process model in sync with process execution

7. CM Defined (Forrester)Collaborative, dynamic, and information-intensive processRequires incremental and progressive responses from the case handler to determine actions to meet goal

8. Proposal for CM StandardCase involves:A subjectA desired resultHuman-determined actions performed relative to subject to achieve resultRules for guidance, constraints and supportCase file tracks history of case, including documents and records

9. BPM Versus CM

10. CM and BPM TogetherFew processes are completely structured or completely dynamic:Structured process may spawn collaborative case for exception handlingDynamic case may invoke structured process fragments for standard procedures

11. Structured Process

12. Step Spawns Exception Handling Case

13. Case

14. Case Invokes Structured Process Fragments

15. Benefits of CMControl/visibility over previously manual processesComplete view of content and actionsAllows tracking end-to-end processAll information available in one place to respond to customer inquiriesAllows easy reassignment of subtasks