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Case Management Vs Business Process Management

Blog: AuraQuantic Blog

Case Management is not a new concept. It has been applied for years in certain areas, especially clinics and legal entities, and has been gradually expanding to other sectors and areas.

However, you only need to look online, read some blogs or enter a discussion to see the overwhelming confusion, doubts and disagreements that surround the issue.

So, to get a clear picture, it is important to determine the bases covered in this article.

What is Case Management?  

Firstly, when talking about Case Management, we refer to the general management of specific issues of any kind, that need resolving in an organization in a given period of time.

In this context, Cases come from all types of internal and external requests, for example: incidents, records, requests for goods or services, customer service, purchasing, marketing activities, projects, etc. and only end when the case has been, somehow, completely resolved.

The management of these requests (Case Management) is of vital importance for every company as it constitutes an important part of the daily activity in most private companies and public entities.

Furthermore, it can be a challenge, due to the complexity of its management or lack of adequate tools or their high implementation costs.

Why is Case Management complex?

There are many types of Cases, and although some can be very simple and managed using any basic software, others can be extremely complex:

and the list goes on…

Are BPMS and DCM the same?

There is an ongoing and sometimes heated debate about the differences between BPMS and Case Management. It is often said that Dynamic Case Management (DCM) and BPMS are two different applications and that BPMS is too rigid to manage cases or, while BPM focuses on processes, as its name suggests, Advanced Case Management (ACM) or DCM simply focus on the cases themselves.

However, the truth is, that as  BPMS is the software that supports the management of an organization’s processes and as DCM forms part of the company’s activities, their management must be included in the company’s BPM strategy and in the capabilities of the BPMS that supports this strategy.

It seems clear that if we admit that BPMS and DCM are different managements, we should redefine the acronym BPMS as ‘Business Process Management Suite… without Case-related Processes’.

As this makes no sense, a BPMS should naturally be able to control the processes in all circumstances. Therefore, if a BPM suite is too rigid and doesn’t contain the necessary capacities to manage the Cases, we can simply deduce that that particular BPMS is insufficient for the management of complex cases.


AuraPortal CRvsBPM

So… What should a BPMS contain to manage Cases?

An effective BPM suite with the capacity to undertake Dynamic Case Management must integrate several capabilities, such as:

Above all, these capabilities should be completely integrated and should have enough agility and flexibility to make any kind of change immediately and securely.


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