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“Shelley Sweet was recommended to me at a time when I was seeking professional assistance to lead the District in the development of a strategic plan. It was a fortunate meeting – with Shelley’s experience and guidance we were able to assemble a broad range of community members to form a design team. The team participated in a series of activities to assess, discuss, and develop the outcomes to create the classroom of the future. Under Shelley’s leadership, the design team was able to propose to the Board of Education, seven completed “initiatives” that would provide the course of action to realize the District’s vision.”

John Deasy
Superintendent of Schools (former)
Santa Monica-Malibu Unified School District

 

Case Management: For Whom, How’s it Important?

Screen Shot 2014-12-22 at 3.51.07 PMI’ve been reading about Case Management, attending conference talks and webinars for almost two years, but I want to give kudos to Neil Ward-Dutton from MWD Advisors and Nathaniel Palmer of BPM.com for their recent webinar on Managing Knowledge-driven Processes.  Thanks for this clarifying and provocative discussion! (The visual inserted to the left is from the webinar.)

Here are some key points:

The Customer Experience 
If you really want to differentiate your company in terms of the customer experience, you need to measure not just sales and marketing interactions, but ongoing operation and service interactions with the customer—and measure them not for a single instance, but over time, learning and building a fuller customer picture with each interaction.

Visualizing the Customer Interaction
A Customer Journey Map is a great way to show customer interaction points at the conceptual level against the steps, decisions, and applications in the process model. The Customer Journey Map highlights each customer interaction and where it occurs.  It quickly enables you to gather more specific data and identify some quick wins that are value added to the customer. 

Handling the Breakdowns
But there will be breakdowns along the journey, often at the boundaries between fiefdoms.  Automated BPM cannot predetermine how these breakdowns will get resolved, and that’s where human intervention is needed and the adaptive processes of case management are helpful. 

Cust Journ 2 - bombs go off AM

Source:  Ward-Dutton, Neil. Managing Knowledge-driven Processes

Case Management captures content that is critical for resolving the case, applies data and rules where needed, stores the documents, and provide access to the information and documents for the necessary players.  The parts of the process can be connected and moved through quickly.  And of course, mobile applications make the time frames even faster and accessible in the field or in the customer’s office.  The process moves forward but not in an adaptive  way.

Neil describes the center of Case Management as the challenge and the team, data, tasks collaborate around the challenge.  The team “swarms” to around the challenge (often considered the exception, the special issue) done.

The Case Management Concept

Cust J 10Case management concept model AM

Source:  Ward-Dutton, Neil. Managing Knowledge-driven Processes

I love this model of Case Management from Neil Ward-Dutton.  It shows the key elements as they occur and how they interact with one another.

The Results
The critical end product is a decision, resolution, offer, etc. for the customer.  But the  results also include documents that are developed, managed, and stored , and the information they contain, the policies and rules that were applied, the triggering event, and any needed audit trail.  The case collects, and keeps all this information, while enabling the team to solve the problem more easily with the needed assets.

More resources (ppt slides, a white paper, and an advanced case management site) are available on BPM.com  

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