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Case Management: get to grips with the new frontier for work improvement

Description

Are you responsible for identifying appropriate technologies to help your business automate processes and support workflows? If so, you’ve probably heard of Case Management: it’s long been associated with legal and healthcare organisations. However, recent technology developments have made the basic idea much more broadly applicable. You can now find vendors variously promoting ’Adaptive’, ’Dynamic’ and ’Advanced’ Case Management tools that aim to help with challenges in areas like fraud management, customer-centric servicing, customer support, and contract/bid management. The promise is that the tools will help specialist staff get their work done more effectively by making it easier to manage and co-ordinate work, even when it’s unpredictable.

There’s a lot of hype and confusion in this space, though – so it’s difficult to tell whether Case Management tools can really help, or whether this is just another ’shiny object’ that vendors want you to chase…

These slides are from a webinar recorded on 27 February 2014. The webinar replay will give you an unbiased, independent and expert take on what Case Management is, why it’s important, and where it fits in a portfolio of tools for supporting knowledge work and business processes. To access the replay visit http://www.mwdadvisors.com/library/detail.php?id=554

For further information contact Neil Ward-Dutton (neilwd@mwdadvisors.com)

Transcript

Case Management
Get to grips with the new frontier for work improvement

Neil Ward-Dutton
Founder, Research Director

mwd
advisors

helping you get business improvement from IT investment

Setting the scene
Corporate aspirations: avoiding a “Race to the Bottom”

Highly targeted,
Individual

Winning through
service, experience
delivered
Experiences
Services
Goods

Scalable,
Generic

Commodities

Winning through
efficiency,
transparency,
responsibility

In 2013, 62% of global consumers switched service providers due to poor customer service experiences, up 4% from last year.
– Accenture Global Customer Pulse
© MWD Advisors 2014

www.mwdadvisors.com

*Really* doing this means integrating
experiences, delivering flexibly

CHOICE

Gather intelligence through
each customer journey to make
future experiences more
engaging

Customer
Journey
stage 1

Marketing
Service

FREEDOM
Customer
Journey
stage n+1

Your
customer

EXPECTATION
AMPLIFICATION

Customer
Journey
stage 2

Sales

Operations
Customer
Journey
stage n

Customer
Journey
stage 3

This is about much more than marketing or customer service!
© MWD Advisors 2014

www.mwdadvisors.com

SUPPLIERS, PARTNERS

Integrated experiences; multiple domains
of activity

Operations

Customer
interaction

Great experiences need
to be integrated across
multiple channels

Administration

www.mwdadvisors.com

SUPPLIERS, PARTNERS

Never drop the ball!

Operations

Customer
interaction

Great experiences need
to be integrated across
multiple channels

Administration

www.mwdadvisors.com

SUPPLIERS, PARTNERS

Turbo-charging operational effectiveness:
dealing with the ‘hard stuff’

Operations
Investigations /
exceptions

Collaborative
creation

Customer
interaction

Great experiences need
to be integrated across
multiple channels

Service
fulfilment

Administration

These activities are not ‘routine work’ and can’t be planned or designed up front
© MWD Advisors 2014

www.mwdadvisors.com

“Exploratory work”
Expert discretion, teams, high-value documents
Teams

Bid management
Contract management

Onboarding
Upgrading
Reconfiguring
Cancelling

Frauds
Faults
Eligibility
Underwriting

Expert
discretion

Investigation

www.mwdadvisors.com

High-value
documents

Exploratory work is organised around
challenges, not processes
This turns the standard business process automation approach on its head

Process

Vs.

www.mwdadvisors.com

Challenge

There’s value in managing exploratory
work through software, but it’s different

Exploratory
work
Transactional
work

Automated
work
• Straight-through
processing
• Performance
© MWD Advisors 2014

• Predictability
• Efficiency
• Flexibility
• Integration

www.mwdadvisors.com

• Auditability /
quality
• Collaboration /
integration
• Scale

Managing exploratory work: the
alternatives

Challenges

Strengths

BPM
platforms

Case
Management
platforms

Collaboration
tools

Task
Management
tools

Project
Management
tools

Collaborative work
design; Efficiency, lack of
friction; Scalability;
Control;
Transparency

Dynamic work planning
and design;
Policies/constraints;
Measurement/control;
Document management

Team collaboration with
integrated document
stores; Low investment

Transparency; Work
definition and tracking;
Low investment

Work planning,
estimation, scheduling for
“temporary activities”

Can require significant
investment, training

Lack of measurement,
monitoring,
improvement tools; Work
structuring concepts

Lack of measurement,
monitoring;
Resource integration;
Work structuring
concepts

Management is
disconnected from
operational environment;
suitability for repeated
activities

Lack of discretion in
operation; Business
information/documents
often considered secondclass

www.mwdadvisors.com

Another perspective: planning vs doing vs
measuring / improving
Project
mgmt

Planning

Project
mgmt

Measuring /
improving

Task mgmt

Collabor
-ation

Case management

BPM
(structured flows)

Doing

www.mwdadvisors.com

Defining Case Management
Case Management is a particular kind of
approach to managing and improving work.
Case Management uses specialised software
platforms that are optimised to support
activities involving a significant degree of
expert discretion in their progression and
completion.
A Case Management approach fits situations
where knowledge needs to be captured, acted
on, organised and stored, both to aid the
successful resolution of a situation and to
provide an after-the-fact record of what work
was done.

Optimal
performance
of cases
Goals
Management
tools

Patterns of
practice
Rules

Case Management applications: A
conceptual view
Goal

Case workers,
experts

Guidance

Case
Distinguishing
features
Evidence /
content

Case owner

Collaborative
Work
Progression

Tasks, process
fragments

Policies

Records

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Systems

Bringing it all together:
The value of Case Management investment
Co-ordinate work among expert teams to resolve • Don’t force standard procedures
challenges
where they don’t fit
Experts can use their judgement and discretion
but business controls and policies are
transparently applied

• Ensure compliance where critical

Manage business-critical documents as both
inputs and outputs of activities

• All guidance, evidence, activity
records are linked to work

Build and reuse process, task, information
management components

• Get stuff done quicker, reduce
friction

Manage the work and do the work in one
‘information space’

• A foundation for evidence-based
improvement

www.mwdadvisors.com

Getting started with Case Management

Strategy

Technology

Analysis

People

A fastmoving area
needs
careful
exploration

There’s no
magic
bullet; skills
acquisition
is critical

Personnel,
tasks,
business
documents

Extreme
mindful
contribution

www.mwdadvisors.com

Neil Ward-Dutton
neilwd@mwdadvisors.com
@neilwd

Thank you! Questions?
Check out our free report:
What is Case Management and why should I care?
http://www.mwdadvisors.com/library/detail.php?id=558
Watch a replay of this webinar presentation:
http://www.mwdadvisors.com/library/detail.php?id=554

mwd
advisors

helping you get business improvement from IT investment

Case Management: get to grips with the new frontier for work improvement

Description

Transcript

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