In the banking and financial services sector, for example, some cases could be: credit card dispute, account opening request, and account closure request. Similarly in the insurance sector, examples of cases would be a medical insurance claim, auto insurance claim, and a check book issue request.
The moment a customer reaches out to the organization through any communication channels be it directly appearing at the branch, phone, internet or social networks, the knowledge worker will initiate a case. This case will then go through various steps before closure. The steps will include tasks and activities to be executed by the knowledge worker who has initiated the case, or other workers.
There is a lot of overlap between case management and Business Process Management (BPM); in fact opinions appear to be divided about the precise nature of this distinction. One view is that BPM is primarily focused on process automation and optimization for structured business processes with case management focused mainly on unstructured processes. Another view is that BPM is a broader term which is still evolving and case management falls under its purview..
Figure 1 below provides a comparison of Case Management with BPM.
Figure 1: Case Management and BPM
Regardless of the individual viewpoints, it is generally accepted that case management has evolved into a very important field with two main platform categories:
An illustration of the evolution of Case Management is provided in Figure 2.
Figure 2: Evolution of Case Management
The scope of case management is well known with adoption and implementations at several organizations over the years. However, in our opinion, the traditional approaches have some limitations and scope for improvement. In figure 3, we outline some of the key characteristics of traditional approaches to case management, as well as the corresponding limitations.
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