We use cookies and other similar technologies (Cookies) to enhance your experience and to provide you with relevant content and ads. By using our website, you are agreeing to the use of Cookies. You can change your settings at any time. Cookie Policy.

Editor’s Note: In this Q & A, ebizQ Contributing Editor Peter Schooff speaks with Craig Le Clair of Forrester Research, who offers insights and tips about getting started with dynamic case management (DCM). Le Clair, a Forrester vice president and principal analyst, is a leading expert on case management and related issues. This conversation was excerpted from a more in-depth ebizQ podcast. It has been edited for length, clarity and editorial style.

ebizQ: What is dynamic case management, and why is it getting so much attention right now?

Le Clair: Dynamic case management is a semi-structured [and also] a collaborative and dynamic, human- and information-intensive process that is driven by outside events, so that events, as they come in, will incrementally change dates and context for the caseworker. A key element is the progressive aspect. That's where the dynamic really comes from with case-based processes, so it's going to get attention now. A number of big and small factors are making it important.

There's an increased need to manage the cost and risks of servicing customer, or citizens on the government's side. The jobs that we work at now, particularly in the developed countries, are less structured and more ad hoc. In a sense, we've outsourced or automated a lot of the more production-oriented tasks. It's been a gradual trend from Henry Ford and the assembly-line type of production to where we are today in an advanced-services economy. There's been this maturity in process type and in information workers—who, as we all know, have more to do and less time to do it in—and we're leveraging technology more and more to be more productive. That emphasis on new process types and doing more work with less and leveraging technology—that's why dynamic case management is getting very important now.

Also, because of all of the regulation and compliance issues that we have, there are new demands by regulators and auditors and litigants on business to respond to external regulation. And, of course, demographic trends are really important. You have an impending shortage of skilled workers as the baby boomers exit the workforce, so you need to be able to provide this virtual and guided intelligence to make up for the lack of skills, that gap that's going to be occurring at a linear and progressive rate as we go forward.


1  2  

   Next Page

Explore Our Topics

  • 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)


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

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