Slides from my presentation at Building Business Capability conference, Las Vegas, 13 November 2013

1. Case Management:
Where Rules Meet
Process And Content
Building Business Capability
Las Vegas 2013
Sandy Kemsley l www.column2.com l @skemsley

2. Agenda
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How we work, and the systems that
support it
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A closer look at case management
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Content
Checklists
Process
Rules
Events
Benefits of case management
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3. How We Work
The Systems We Use To Work
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4. How We Work: Taylor vs. Drucker
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Scientific
management
Standardize
processes to
increase efficiency
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Management by
objectives
Participants choose
actions to meet goals

5. Routine vs. Knowledge Work
Routine Work
l Efficiency
l Accuracy
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Process improvement
Automation
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“Classic” BPM
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Knowledge Work
l Flexibility
l Assist human knowledge
work
l Collect artifacts
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Adaptive Case
Management (ACM)
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6. A Range Of Process Repeatability
Structured
• e.g., automated
regulatory process
• Pre-defined
participants
Structured with ad
hoc exceptions
• e.g., financial backoffice transactions
• Select from predefined participants
Unstructured with
pre-defined
fragments
• e.g., insurance claims
• Select pre-defined or
new participants
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Unstructured
• e.g., investigations
• Collaboration on
demand or selfselected participation
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7. Broader Spectrum of Predictability
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Source: Keith Swenson, Fujitsu, www.social-biz.org

8. Competing/Complementary
Product Classes
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BPM
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Simple workflow
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ECM
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Capture
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Correspondence management
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Case management (PCM, ACM)
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OEM BPM/ECM solutions
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Ad hoc task management
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9. A Range Of Usage Scenarios
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Process orchestration
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Complex knowledge work
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Transaction-centric
Predefined processes
Content/information-centric
Predefined tasks, selected by worker
Simple task/process management
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Goal-centric
Checklist created/assigned by worker
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10. Adjacent/Overlay Technologies
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Analytics
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Prediction for problem avoidance
Simulation for recommendations
Mining for discovery
Rules
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In-line calls for decisioning
Declarative for triggering actions
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11. A Closer Look At
Case Management Systems
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12. [Adaptive] Case Management
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Dynamically configurable to meet worker’s
needs
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Supports rather than controls
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Case folder as central permanent artifact
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Reliance on rules and content as well as
process
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Collaboration on demand
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13. BPM Versus ACM
BPM
Repeatability Highly repeatable
Focus
Transactions
Goal
Efficiency: replace
human steps where
possible
Example
Straight through
processing of
financial transactions
ACM
Unpredictable
Knowledge
Problem resolution:
assist and support
case worker
Managing chronic
patient care

14. Knowledge Worker Challenges
Without ACM
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Rigid processes in existing systems
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Insufficient context for decision-making
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Manual work-arounds and collaboration
Process/task-centric
Time wasted looking for relevant information
Manual orchestration of multiple applications
Inconsistent application of policies/rules
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Training time increases with rule complexity
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15. What Makes A Case?
Events
Content
Checklists
Processes
Rules
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16. What’s In An ACM System?
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A combination of process, content, rules,
events, collaboration, analytics...
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Persistent case folder
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Pre-defined checklists for common tasks
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Guidance/guardrails via declarative rules
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Personalization for worker preferences
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Prediction and what-if scenarios
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17. Case Management Use Cases
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18. The Importance Of Process:
Loan Exception Handling
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Predefined process for loan transaction
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Exceptions due to missing documentation
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Collaboration between front/back office to
gather documents from customer
Override standard documentation requirements
Case management benefits:
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Exceptions remain “in the system”
Emergent behavior patterns detected for future
process improvement
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19. The Importance of Content:
Customer Call Center
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Knowledge work within context of customer
information
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Hand-off of responsibility common
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Case management benefits:
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Less hand-offs since earlier workers may solve
problem within context
Full customer history travels with case
Other customer events can impact case in flight
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20. The Importance of Rules:
Insurance Claims Handling
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Knowledge work in context of claim
documents
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Claim manager retains responsibility but
may delegate tasks
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Case management benefits:
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Faster claim resolution due to information
context
Improved compliance due to policy/rules
enforcement
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21. Benefits Of
Case Management
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22. Benefits Of Case Management
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Management control/visibility into work in
progress
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Informational context improves knowledge
worker decision-making and productivity
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Task reassignment allows delegation
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Compliance and policies enforced
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Audit trail tracks participants and actions

23. Related Benefits
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Realtime business event monitoring
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Predictive analytics and recommendations
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Mining for emergent processes
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24. Slides at www.slideshare.net/skemsley
Sandy Kemsley
Kemsley Design Ltd.
email: sandy@kemsleydesign.com
blog: www.column2.com
twitter: @skemsley
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