A brief outline of Dynamic case management

Oct 17, 2023

Not every business process is simple and linear. For complex non-linear processes, Dynamic Case Management is the way to handle processes. But what exactly is it and how does it differ from standard processes?

What is Dynamic Case Management (DCM)?

Dynamic Case Management is an advanced system for managing unstructured processes. Unlike traditional predefined workflows with a strict sequence of steps, DCM enables a more adaptable process that can be modified on the spot based on available information and circumstances.

Imagine a customer complaint process. While there is a typical workflow for handling complaints, each case may have unique nuances. Some complaints require immediate attention and escalation, while others benefit more from a personalized approach. DCM provides the tools to assess and approach situations based on its characteristics, rather than forcing a one-size-fits-all approach.

DCM versus traditional BPM

The traditional counterpart to DCM is Business Process Management (BPM). BPM is all about optimizing and automating repeatable processes. Imagine an assembly line: there is a clear beginning, a series of predictable steps in the middle and a defined end.

DCM, on the other hand, is about optimizing and automating unpredictable processes. This may be because they rely heavily on human judgment, for example, such as lawsuits, complex customer service inquiries or certain healthcare situations.

Key features of Dynamic Case Management

There are four features that characterize Dynamic Case Management:

Adaptability: The system adapts in real time, to new information or unexpected events. Processes are not strictly linear and there is room for decision-making based on the situation.

Knowledge-driven: DCM relies heavily on information. That information must be brought together. Therefore, a DCM system often integrates different data sources. This gives users (often decision makers) the context they need to make informed, relevant decisions.

Collaboration: Given the unstructured nature of processes, DCM systems foster collaboration. Different stakeholders can come together, discuss and decide the best approach for individual cases.

User empowerment: Unlike BPM, where steps are usually automated, DCM emphasizes human intervention. It provides users with the tools they need to make decisions, so the human touch is not lost.

Efficiency in erratic decision-making

With erratic processes, there is a danger of working inefficiently and making decisions that are not consistent or not traceable or accountable. This can have far-reaching consequences where people are treated unfairly. DCM structures erratic processes so that decision-making is smooth, fair, consistent and accountable, and compliance is ensured. Ultimately, that results in more satisfied customers.

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