It's no secret that business process management (BPM) offers value to most industries by helping organizations increase productivity and reduce costs. It can also improve customer satisfaction by automating, and therefore speeding up standard processes and simplifying customer service interactions.



Business Process Management has already helped many organizations revamp a wide variety of processes and typically shows a positive return on investment. Technological evolution and competitive demands, however, are prompting a new look at BPM.

The basics of BPM -- repeatable, predictable tasks -- remain critical, but many businesses have collaborative or complex human processes that have not been automated and are in dire need of the benefits BPM promises. These processes are often manual today and therefore suffer from human errors, inefficiencies, and lack of transparency into how the business is being run.

A better way to reduce cycle times and ensure compliance is to organize the process around a case construct and to automate the capture, the information aggregation, the collaboration and the customer communications that are all present throughout the case lifecycle.

Case Management as an Organizing Principle

Dynamic case management is a pattern of work supported by technologies that can automate various aspects of each case. Case management patterns exist in every industry and span entire organizations:

Procure-to-pay tracking systems, employee administration programs, contract management, call centers, auditing, and similar processes that are the backbone of any business all use some sort of automation. By adding a virtual case folder that contains the processes, people, and information relevant to the case, human error and cycle times can be reduced and decisions are improved. Plus, it's much easier to ensure compliance where needed.

The case folder's workspace lets workers exchange information involved in research, assessment, evaluation, and resolution. Anything needed to resolve the case is included in this single, easily accessible location, minimizing the chance for poor decisions based on incomplete information.

Consider the example of off-boarding an employee when there is a disputed termination: the process can get complicated. Say that an employee is being let go for productivity reasons. The human resources (HR) representative sends a request to accounting for a final paycheck and queues questions for the exit interview. A checklist is also generated to ensure that the representative obtains company items such as keys and badges -- all typical BPM to this point.

-1-

1  2  3  

   Next Page

Explore Our Topics

  • EDITOR'S BRIEFING
ebizQ editorial highlights and updates, compiled by ebizQ staff
  • BaaS bonus: In this podcast, Gartner Research Director Gordon Van Huizen discusses the Backend as a Service marketplace and the approach's pros, cons and challenges.
  • Cloud quiz: How much do you know about business process management in the cloud? Test yourself with this six-question cloud BPM quiz.
  • Three key steps: Clay Richardson of Forrester Research describes ways to emphasize user experience in business process design.
  • ebizQ editorial: Browse ebizQ's collection of independent editorial content, including articles, tips, Q & As, podcasts, guest columns, book excerpts and more.
  • Virtual Conferences
  • Webinars
  • Roundtables

BPM in Action

March 10, 2011

The sixth annual BPM in Action 2011 Virtual Conference will explore cutting-edge market developments in BPM and describe how to leverage them for improved business operation and performance. More

View All Virtual Conferences

Smart Case Management: Why It's So Smart.

Date:Nov 05, 2009
Time:12:00 PM ET- (17:00 GMT)

REGISTER TODAY!

Date:Oct 29, 2009
Time:15:00 PM ET- (19:00 GMT)

REGISTER TODAY!
View All Roundtables
  • Research Library
  • Podcasts
  • News

Joe McKendrick: Part II of II: Designing Evolve-ability into SOA and IT Systems

In part two of Joe McKendrick's recent podcast with Miko Matsumura, chief strategist for Software AG, they talk about how SOA and IT systems need to change and grow and adapt with the organization around it.

Listen Now

Phil Wainewright: Helping Brands Engage with Social Media

Phil Wainewright interviews David Vap, VP of products at RightNow Technologies, and finds out how sharing best practices can help businesses understand how best to engage with online communities.

Listen Now

Peter Schooff: Making Every IT Dollar Result in a Desired Business Outcome: Scott Hebner of IBM Rati

Scott Hebner, Vice President of Marketing and Strategy for IBM Rational, discusses a topic on the top of every company's mind today: getting the most from IT investments.

Listen Now

Jessica Ann Mola: Where Will BI Fit In? Lyndsay Wise Explains

In BI, this tough economy and the increasing role of Web 2.0 and MDM are certainly topics on people's minds today. WiseAnalytics' Lyndsay Wise addresses each of them in this informative podcast.

Listen Now

Dennis Byron: Talking with...Deepak Singh of BPM Provider Adeptia

Deepak Singh, President and CTO of Adeptia, joins ebizQ's Dennis Byron in a podcast that gets its hand around the trend of industry-specific BPM.

Listen Now
More Podcasts
  • Most Popular
  • Quick Guide
  • Most Discussed

Quick Guide: What is BPM?

Learn More

Quick Guide: What is Event Processing?

Smart event processing can help your company run smarter and faster. This comprehensive guide helps you research the basics of complex event processing (CEP) and learn how to get started on the right foot with your CEP project using EDA, RFID, SOA, SCADA and other relevant technologies. Learn More

Quick Guide: What is Enterprise 2.0?

A lot of people are talking about Enterprise 2.0 as being the business application of Web 2.0 technology. However, there's still some debate on exactly what this technology entails, how it applies to today's business models, and which components bring true value. Some use the term Enterprise 2.0 exclusively to describe the use of social networking technologies in the enterprise, while others use it to describe a web economy platform, or the technological framework behind such a platform. Still others say that Enterprise 2.0 is all of these things. Learn More

Featured Bloggers

Steven Minsky's Latest Blog Posts:

Read Steven Minsky's Blog
Noam Tamarkin's Latest Blog Posts:

Read Noam Tamarkin's Blog
Janne J. Korhonen's Latest Blog Posts:

Read Janne J. Korhonen's Blog
Adrian Grigoriu's Latest Blog Posts:

Read Adrian Grigoriu's Blog
Scott Cleveland's Latest Blog Posts:

Read Scott Cleveland's Blog
Dion Hinchcliffe's Latest Blog Posts:

Read Dion Hinchcliffe's Blog
Michael Poulin's Latest Blog Posts:

Read Michael Poulin's Blog

View All ebizQ Bloggers