New concepts often make people uncomfortable, and next-generation case management is no exception. That observation may be especially apt for business professionals who know just a bit about dynamic case management (DCM). So with the help of some key industry experts, we look at the following myths and realities about various aspects of case management.
Myth: "Case" is just another word for "process."
Reality: "Case" and "process" are two distinct concepts. A case contains all the artifacts, including potentially multiple processes, associated with accomplishing a given piece of work. In contrast, a process is the path or paths that a case takes on its journey to completion. The process may or may not be explicitly defined prior to the case being started, depending on the type of work.
In addition, simply automating a process doesnít equal case management. Automation represents just one dimension of case management.
Myth: Case management is the same thing as business process management (BPM).
Reality: Case management does provide solution features similar to those in BPM, such as task management and workflow processing. But it's actually more of a superset to BPM in that it addresses collaboration and unique content management capabilities.
Additionally, while case management offers many of the same benefits as BPM, it does so while addressing different types of problems. BPM focuses on repeatable, structured processes. Case management is applied to more dynamic, unstructured or ad-hoc processes.
Myth: Even if they're not the same thing, I already have BPM, so I donít need case management.
Reality: Maybe not. However, case management relies on BPM to ensure the appropriate handling of more structured case work. If your organization needs to create, obtain, review or approve case-related business documents that also require some human intervention and judgment, then you're likely benefit from case management capabilities. At the same time, a robust case management platform should support process management and process automation. Case management helps to provide a foundation that will help realize the true potential of BPM, the management discipline.
Myth: Case management is really all about enterprise content management (ECM).