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Plenty of businesses already understand the benefits of using dynamic case management (DCM) for faster, better, more accurate management of their case work. These days, they're also discovering that DCM can serve as a terrific tool for ironing out and improving problematic business processes.

When Forrester Research surveys businesses about their objectives for process-improvement initiatives, standardization always ranks high on the list. "It's usually right up there with compliance as one of the top goals for bringing in some kind of case management approach," says Craig Le Clair, a Forrester vice president and principal analyst.

Le Clair himself has written a lot about what he calls untamed processes, which, according to Forrester's official definition, "form in the seams and shadows of the enterprise, require a balance of human and system support, and cross department, technology, information, and packaged application silos to meet end-to-end business outcomes." The haphazard approach results in processes that lack structure and, over time, grow "bloated with non-value-added activity," as Forrester's definition puts it.

"Those untamed processes are really spawned from the exclusion of the information and knowledge workers and their offline activities from other processes," Le Clair says. By better controlling those processes, organizations can obtain better process consistency and improved visibility.

"Case-management platforms that give the right flexibility and adaptability and provide information in context on a role basis will make for a system where knowledge workers can capture the part of the process that is untamed," says Le Clair. In other words: Provide assistance to the people participating in the process. They'll use that system and be semi-guided through the process; DCM will provide the reporting that will allow you to understand the processes or activities that are otherwise ignored or invisible. "By having the information in role-specific contexts and available in a dynamic way, you'll also be able to see how people made decisions," he says. "You'll have traceability over what was formerly untamed and invisible."


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