Case Management is about managing activities through an ‘undefined’ process. Like Business Process Management, workers in a process may need information to perform their activities and may create information as a result of their activities. This information must be managed. And, in both cases, management would like to see how the process was followed or how the ‘case’ was handled.
By definition, BPM software supports a process that defines the activities/tasks that will be performed from the start to the end of the process. BPM software requires you to diagram that process [in some fashion] and it will provide the control and visibility needed to make sure that process is followed.
The process allows you do implement logic that includes human judgment, business rules and external events – all of which are defined in advance.
Even though BPM software requires you to map out a process, there are ways to make at least part of the process ad hoc.
Even in case management, there will be some basic tasks that you will want completed each time. You can map those out in your BPM. Then at each task step, you can provide selections for the person performing the task to take: They can choose to add people in the process [like add approver]; they could choose to select from among workflow paths; they could add an activity or task to be performed; and so on.
The BPM software will record how a ‘case’ moved through your company. You will be able to see who performed which activities.
This strategy will provide you with an audit trail.
Over time, you could add steps to your process because these activities always happen.
As you begin to see commonalities in your ad hoc processes, you may uncover ways to make them more efficient.
Even though, I have not personally implemented this kind of solution, I am confident that it can be done. It requires some thought, clever planning and maybe a SMOP [small matter of programming] :).
Why do you agree or disagree?