Welcome back to this series on The Technical Case for Case Management. In previous posts I covered an Introduction to Case Management, Ad-Hoc Activities, Real-Time Events, Enterprise Content Management, and Collaboration. The goal of each of these posts is to explore what technical features are required to truly have a comprehensive Case Management solution.
In this post, I’ll be exploring Reporting and Analysis in the context of Case Management.
Coming from a BPM perspective, let’s first see how well typical BPM reporting and analysis capabilities can satisfy Case Management requirements.
BPM reporting and analysis tools often make the assumption that the goal in analysis is to reduce processing times and increase efficiency. BPMS platforms provide tools like bottleneck analysis, simulation, and Business Activity Monitoring (BAM), which all drive to this typical goal in analyzing process and activity performance, removing inefficiencies, and streamlining processes.
Case Management goals though are not as predefined as BPM. The goals in Case Management are often not directly related to process efficiency or activity performance. Case Management often drives towards specific business goals that may or may not entail process efficiency. For example, Case Management goals might be: ”Increase revenue per client”; “Increase customer satisfaction”; “Reduce risk”, etc.. More »