Business Transformation in Action

Joe McKendrick

BPM in Action 2011: Case Management is Back, and More Collaborative

user-pic
Vote 0 Votes
Case management - dynamic case management - is helping to fill in the gaps automated business processing leaves behind. At ebizQ's latest BPM in Action virtual conference, Craig Le Clare, analyst at Forrester, discussed the emergence of dynamic case management, which emphasizes collaboration between team members across the enterprise.

Organizations run leaner and leaner, with more service demands, to be tasked to information workers that work more informally than along production-oriented lines. Dynamic case management helps introduce human management back into production-oriented processes, he says.

"Today we're see a new interest in case management," Le Clair explains. "Companies really get it now. There's an increased need to manage costs and risks. Today's jobs have matured, their less structured, they're more ad hoc. During the last two business cycles, we automated a lot of production tasks out of existence, and offshored a lot of labor. The workers that are left have to have more diversity of knowledge. There's a support that we never needed before. There's a maturity in this production-oriented economy that we were, to where we are today with a focus on service economy and more ad hoc unstructured tasks that require ad hoc knowledge, where traditional training can't really offset that."

There's an increased need to manage costs and risks, Le Clair says. "If you're on the government side, you're getting inundated with more service requests.  You have to service with a smaller budget and limited systems." In addition, for industries of all types, he adds, "today's jobs have matured, they're less structured, they're more ad hoc. In the last two business cycles, we automated a lot of production tasks out of existence; we off-shored a lot of labor. The workers that are left have to have more diversity of knowledge.. So you really need technology support to do these tasks. You can't forward the phone to anyone anymore, you have to figure it out yourself."

There are several types of technologies that support dynamic case management, including enterprise content management, BPM, and analytics. Add to this mix the emerging social aspect of computing, Le Clair says. 

In this blog (formerly known as "SOA in Action"), Joe McKendrick examines how BPM and related business and IT approaches can promote business transformation.

Joe McKendrick

Joe McKendrick is an author and independent analyst who tracks the impact of information technology on management and markets. View more

Subscribe



Subscribe in Bloglines
Subscribe in NewsGator Online
Add ebizQ's SOA in Action Blog to Newsburst from CNET News.com
Add to Google

Recently Commented On

Monthly Archives

Blogs

ADVERTISEMENT