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What modeling techniques should be used for capturing case management processes?

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From an excellent discussion on Linked (which requires you to join the group), what set of modeling techniques should be used for analyzing and designing a process in adaptive case management?

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  • Hi Peter - Thanks for raising the profile of this thread. It will be interesting to see how the discussion evolves.

    At one level, a 'Case' is conceptually an empty container for a person to record things / events as they happen and the modeling in this view is limited to the 'Capabilities' that would be relevant - adding data elements, including lists, linking people, uploading attachments, self-reporting status, etc... The person adapts the Case for the circumstance.

    In addition, if we look at the Case as rooted in an enterprise, you can envision the need to model enterprise artifacts - business entities, business capabilities (including 'Tasks' and discrete functions/services), external services, reference data / schedules, all of which may be modeled/configured based on policies and/or controlled by constraints. Here, the Case and these artifacts are both adaptable, based on permissions. Including this aspect enables a broader range of process from unstructured to unstructured.

    I believe Adaptive Case Management should support both in order to offer a holistic solution that supports the wide variety of work interactions.

    In my opinion, you can have part A without part B, but you can't have part B without part A. In either situation (A or A+B) you'd be talking about Adaptive Case Management.

  • I am a big believer that most of what we think of as "process modeling" is a specialized skill that the typical case manager does not know, and does not have time to learn. This barrier to use becomes an Achilles heel to the successful deployment of case management.

    Because of this, I am a strong believer that the lowly checklist is mightier than a more elaborate process model when it comes to allowing a case manager to get work done. Some details are in this blog post:

    http://social-biz.org/2010/03/08/is-the-checklist-mightier-than-the-model/

  • Hmm, process modelling for adaptive case management . . .

    based upon experience I tend to agree with Keith. Many case managers don't possess process modelling skills and a checklist can be extremely useful. However, having just been through a "checklist" discussion that literally took hours, I can't help but wonder if that approach might be too simplistic for numerous instances for ACM.

    There needs to be an approach that is accessible to folks who don't work in the BP world and yet is usable for technology enablement. I haven't seen one yet. Have you?

    • @ Keith & Faun, correct me if I am wrong…CM is not limited to case managers, I believe the focus is on CM supporting knowledge workers at various levels in the organization and facilitate meeting the information needs of customers and partners expeditiously and accurately. I foresee CM modeling presenting a challenge from the aspect that many organizations to do have a view of their processes and less of understanding of them. So for management to clearly understand the collaboration, participation and information exchange that is taking place along with out of the box processes, will be a time consuming effort.

  • BPMN – CM processes consist of collaboration, participants and information exchange. OMG explains the technique in BPMN v.20, see an excerpt below.

    The Collaboration package contains classes that are used for modeling Collaborations, which is a collection of Participants shown as Pools, their interactions as shown by Message Flows, and MAY include Processes within the Pools and/or Choreographies between the Pools. A Choreography is an extended type of Collaboration. When a Collaboration is defined it is contained in Definitions.

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