Editor's Note: In this Q & A, consultant Thomas Olbrich speaks with ebizQ's Peter Schooff on minimizing disruption in case-management initiatives. Olbrich is founder of the Taraneon Group, a process consulting and testing company based in Germany, the co-founder of several global BPM communities and an active contributor to the ebizQ Forum. The recorded interview has been edited for length, clarity and editorial style.
PS: First, where would you say we are with the current state of dynamic case management (DCM) in the enterprise?
TO: We've recently seen lots of discussions about case management with implications that it's something new. But traditionally, we've always had industries and companies that have been more focused on case management than, for example, on process management.
What's become very interesting in recent months is the drive towards a customer orientation. Companies are starting to realize that they can't just focus on a group of customers as a whole—they have to provide individual services and individualized products. That's really where case management comes in.
PS: How much disruption can companies expect from implementing case management?
TO: I'd hate to call it call it "disruption" because that would imply problems. But I think they can expect to see difficulties and challenges—and quite a lot of those, actually.
They start right at the beginning because you're not just adding case management from a "green-field" approach, starting from scratch. When you want to be more focused on case management, you're actually taking something away from [other areas] —for example, process management. So that's one challenge you have to deal with.
The other even bigger challenge is how to decide what parts of your business, of your service, of your production, of your delivery are more suited to case management methods than to traditional process management methods. You're going to have to devise an architecture and a set of criteria to decide what's best suited for which circumstances. Those are some of the difficulties a lot of companies will face.
PS: How can you minimize disruption in implementing case management?