Dynamic Case Management (DCM) is the handling of case-related work through the use of technologies that automate and streamline aspects of each case. In this context, a case is a collection of information about a particular instance of something, such as a person, company, incident or problem.
DCM — sometimes called “Advanced Case Management” (ACM) -- is both a human- and a technology-based approach that is driven by incoming events. These events change the context of the information, requiring responses from case workers or other knowledge workers. DCM’s ultimate goal is helping such workers make faster, better and more accurate decisions.
DCM is similar to business process management (BPM) in a way that it works to improve task management and workflow. However, while BPM focuses on the complete definition and the control of structured, repeated processes, DCM works on an ad-hoc basis to manage dynamic, unstructured processes. In fact, DCM can be especially effective for companies handling “untamed” business processes that lack structure or add no value. It’s also increasingly used to enhance collaboration and improve compliance activities. Initially used primarily in healthcare, insurance and similar industries, DCM is now moving into many other fields as well.
DCM is an approach which fits well in organizations or parts of an organization where the work has a large amount of exceptions to the default process. So the process should be very flexible, a knowledge worker needs to be able to find its own path through the possible actions to resolve a case. Support in finding the right path can be part of the technology offering.
Pure BPM is focused on repetitive situations where a predefined input will lead to a predefined output. Transferring money to another bank account is an example of a process which needs to be executed in the same way every time, BPM is the right approach here. When the process requires knowledge workers to make decisions, either in course of the activities to perform or in answering the question, then DCM is the way to go. When the involvement of a knowledge worker is higher in a process, the need for DCM is higher.
The Blueriq platform is designed to support both DCM and BPM, this document will help you to use the right functionality to create the DCM solution which fits best for your situation.
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