Dynamic or Adaptive Case Management Evolution in Project Industry
What is a Case?
Case is some sequence of activities aimed at defined goal. A “case” is any project or a transaction or service or response that is managed in a specific time where the “case” is initiated to resolve a problem, claim, request, proposal, development or other complex activity and closed when the problem is resolved.
The case usually has activities that may or may not be sequential in order and requires collaboration of multiple people within the organization to resolve the case. Cases are repeatable and structured but they are not predictable.
What is Case Management?
Case Management helps to effectively manage cases, make better decisions and handle high-value exceptions. Case management process needs you to focus on streamlining routine tasks and ensure that predefined processes are maintained throughout the case process.
A “case” might have documents, emails, and tasks associated with it. These data associated with the cases are reviewed to come up with a resolution for the case.
A perfect example of Case Management System can be a Product Issue Management Tracker. Once the issue is identified in the product, it is raised and it is assigned an “Open” status. All the supporting materials including code, documents, emails and tasks associated with the case are reviewed and once the issue is resolved, it will be moved to “closed” status. Here, multiple people is involved from the start and end of the case. The process will have multiple steps in between which requires collaboration of the teams involved in the case management.
What is Dynamic Case Management?
Dynamic case management (DCM) is the handling of cases and tasks associated with the cases by using a software or a tool to automate and streamline the tasks related to the case. DCM requires both human efforts and technology to resolve cases. The Dynamic Case Management is also called as Adaptive Case Management (ACM)
Adaptive Case Management is unpredictable in their execution and is are driven by unknown events. It requires external entities being introduced into the system who cannot be bound by rules and flows. Adaptive Case Management enable business users to add rules at any time and assign authority based on ‘need-to-know’.
The whole case management systems should be highly transparent and traceable.
Difference between Dynamic Case Management and Business Process Management (BPM)
DCM is similar to business process management (BPM). They both focus and work towards improving task management and better workflow mnagement. The main difference is BPM focuses on control of defined, structured, repeated processes whereas Dynamic Case Management works on an ad hoc basis to manage dynamic, unstructured processes.
DCM is being used increasingly to imrpove collaboration between the teams working on the case and to improve compliance activities.