[tweetmeme source=”ashish_bhagwat” only_single=false]
Frankly, I don’t like that “v/s” thing between Case Management and Process Management – because the way I see it, everything could be a case and everything could go through a process. It just depends on how you look at it, and how you “intend” to handle “things”.
Take, for instance, Service Requests, one of the most prominent use cases for operational efficiency that BPM drives. You go to a company, preach them process adherence, and you get efficiency by training people on sticking to the process. (Of course you’ve got the tool that gives you all the capability: model – execute – monitor – optimize). You go to another company, the culture is different – they want to handle every case on its own and give its due importance – especially given the possibility of Fraud. You end up doing Case Management.
What this tells me is this. There are tools that have capability to do Process Management in structured manner, and there are tools with capability to perform dynamic case management. What you need depends on how you want to treat the situations and incidents. You want Case Management culture or Process Management culture – that’s the key. Everything could be treated like a case, and everything could follow a process. What do you want?
PS: Most of the time, it’s not an either/or scenario. A Culture that promotes Process management still needs Case Management, and vice-versa.