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Very simply, what do you see as the biggest challenge for case management right now?
Thursday, January 23 2014, 09:48 AM
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    Thursday, January 23 2014, 09:55 AM - #Permalink
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    Processing cases?
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    Thursday, January 23 2014, 10:21 AM - #Permalink
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    I see the challenge in these three different domains: Organization: All those systems / approaches are useless if the Knowledge workers simply ignore the guidelines, something very unpredictable like exceptions in process execution (curiously the departure of Case Management). Assuming that the workforce is first class is management myopia. IT: Case Management / Adaptive Case Management / Dynamic Case Management / Purpose Case Management systems face these challenges: They are mostly a repository of tasks and documents; They do not have the ability to search data on top on an ontology using a semantic driven search that is critical to knowledge workers; They are focused on the information the system creates, forgetting that most of the information is out of the system itself and enterprise boundaries, hence limits the vision of a knowledge worker to have access to data and transform to information; They still do not have advanced analytics that help a knowledge worker to find others in different business units that can help them to reuse solutions and externalize knowledge. Management: Most managers still live in the structured world and singularity is a very far concept.
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    Thursday, January 23 2014, 10:52 AM - #Permalink
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    Biting the bullet to upgrade to new Adaptive Case Management now! The advantage to be able rapidly build and customise with the 4 key attributes 1. Adaptive UIs delivering all required data from any source to the right person for the task in hand. 2. Easy change as users find better ways to work with the case/customer. 3. Real time feed back/ metrics to spot issues quickly with rapid escalations with all required information to keep customers happy 4. Informal exchanges internal and external recorded to aid users with informed interactions (might even include links to customer social network sites) So as ACM gains recognition such a future proof investment will be required to remain competitive with those that do have it.
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    Thursday, January 23 2014, 11:53 AM - #Permalink
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    BPM vendors trying to rebadge what they have as Case Management. ;)
    • David Chassels
      more than a month ago
      OR analysts not understanding how technologies work.....and articulating in business language......!
    • Eli Stutz
      more than a month ago
      BPM can often bring a more process-oriented approach to Case Management. Case Management in isolation is only a partial solution. Combining Case Management with BPM can deliver so much more.
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  • Accepted Answer

    Thursday, January 23 2014, 12:05 PM - #Permalink
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    Marketing and PR. Ok, my angle on the question is a little different than the others on this list. But it's true - case management has a major image problem. Just take a cursory look at Search Volumes for the 2 terms. For the sake of clarity, let's eliminate the keyword of "case management" because that is too vague a term. So, if we go to the actual industry term of "adaptive case management"and take a quick look at search volumes, we will see that Google shows about 90 average searches a month. That is nothing, i.e. no one is looking for adaptive case management software. Business Process Management, on the other hand, shows up with 3,600 average monthly searches. That is still a pathetically low number, but at least it is 40x more than Adaptive Case Management. I have greatly simplified the topic of organic search analysis here, but you get the picture. Adaptive Case Management may be much more useful than BPM at the end of the day, but for now no one will ever know it.
    • Peter Whibley
      more than a month ago
      Yep, people search for solutions to problems rather than platforms. Which is another reason why the process app market, underpinned by BPM and Case Management, will begin to dominate.
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  • Accepted Answer

    Thursday, January 23 2014, 12:05 PM - #Permalink
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    Remaining relevant in a consumerized, enterprise app market.
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  • Accepted Answer

    Thursday, January 23 2014, 12:36 PM - #Permalink
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    Or David - as in your case, "having a visual interface" is the answer. I seem to remember challenging you to articulate what your product did and then you went awfully quiet. I specifically asked you for that information and then you went away. Or did I miss something?
    • David Chassels
      more than a month ago
      This was your language before any discussion
      “You have a process map (great - 300 vendors fit into that category too). The user interface looks very Windows 2000 to me (i.e. it is in need of a refresh).

      You mention object orientation but then it seems that in the map, all I get to do is embed snippets of code (or manually write business rules). That’s stage 1 behavior that really is not impressive – invites errors in the application and opportunities to embed arcane programmer methods – certainly it is not making it visible to a business user what that code is doing. Best in class products abstract all of that stuff, enabling business users/analysts to configure most of this stuff themselves.

      Forms – there is probably a forms oriented tool in there somewhere … but then, that is what Staffware had long before they sold to TIBCO (in 2003). So how would I ensure consistency of the data model from one application/solution to the next within a major enterprise? Again, there’s probably 500 vendors that have some sort of forms tool (Programming 101), but the cutting edge really is about developing a consistency across applications. Where is your “expression editor” combined with a data dictionary?”

      SO WRONG on all counts. -we just had no belief you would understand or even want to understand! My note to my friend your colleague George was “Well yet another failure with Forrester with Meirs – an arrogant approach which contained old thinking! I have just listened to your webinar of last week with Mendix. At last you speak our language……” In fact Mendix close but still uses BPMN we do not need….

      If and only if you really want to know “how” drop me an email I will send research paper published last year and summary
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  • Accepted Answer

    Thursday, January 23 2014, 02:28 PM - #Permalink
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    Living up to the hype. Want to know which of two similar technologies is more powerful and flexible? Ask yourself: can I emulate the behavior of one using the other? BPM can certainly act like a case management system, but vice versa, well, not so much. Case management is an important and interesting way to look at solving a given category of problems. But unless your entire set of business processes fits into that mold, your choices are to buy two (or one combined) ACM and BPM suites, or one BPM solution that can be adapted to address your case requirements. In the majority, though I'd grant perhaps not all, situations the single solution will be more efficient, less resource intensive, and perfectly capable of addressing the key use cases.
    • David Chassels
      more than a month ago
      A good BPM support software with business architecture and pre-built business logic will build any adaptive case management requirement. We know we have done it and no coders!
    • E Scott Menter
      more than a month ago
      Yep. Again, certainly an important tool, case management, but not a category so distinct as to make it necessary for companies to invest in both ACM and BPM. No doubt there are counterexamples, but by and large, a sufficiently advanced BPM solution can take care of your case needs as well.
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  • Accepted Answer

    Thursday, January 23 2014, 04:03 PM - #Permalink
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    Well, I confess I am not an expert in ACM tools, and so I will not opine on it. Rather then, I'm going to focus on organization and management aspects, which for me is where the problems really exist, independently if we talk about ACM, BPM, or others. So, even tools support well ad-hoc or dynamic processes, with very friendly UI, easy to use,..., it seems to me that most challenges can be: 1 - How to ensure that opening this door, do not lead to loses totally the process standardization?. We all know that each thinks that his work is always special compared to the other; 2 - Without standardization, how to avoid duplication of tasks between the various processes?. This means wasteful redundancies, over-cost and low quality; 3 - Without standardization, how to identify performance improvements in each process?. Without patterns of behavior nothing is conclusive, making it virtually impossible to assess benefits from improvements. 4 - How to ensure standardization in key processes of the organization, and use the ah-hoc processes only in occasional situations? 5 - How to treat the information originated by had-hoc processes so as to integrate it timely into standard processes, as a governance process cycle?
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  • Accepted Answer

    Thursday, January 23 2014, 09:20 PM - #Permalink
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    ah it was nice to just get out the popcorn and read this one... :)
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  • Accepted Answer

    Friday, January 24 2014, 02:58 AM - #Permalink
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    Productive joint work with the classic BPM to cover all spectrum from “fixed” to “chaotic” processes. For example, A general plan is agreed and details are for the choice of performer = project A general plan does not exist, but there are standard procedures = case All pre-defined = classic BPM All pre-defined and changes are possible if justified = in some old workflow but not friendly to users Nothing is ever defined =??? … Imagine having all of this in one box, like a gear box - lower transmission -> more manoeuvrability And this box, like gear-boxes in modern cars can advice the user to increase or decrease the transmission during driving. Thanks, AS
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