Details for Case Management - Combining Knowledge with Process

Case Management is critical to the work of many organizations but is often intensely manual, paper-driven and plagued by delay and poor visibility. Primarily this is because Case Management requires supporting knowledge work, where many of the important steps take place in people’s heads or through collaboration with colleagues, making knowledge intensive processes difficult to analyze and structure. Also, because cases are primarily driven by human participants reacting to changing context, cases do not follow a predetermined path defined in advance – they lack predictability, making them difficult to automate. In this white paper we define case management in more detail, relate it to the broader subject of how knowledge workers do their jobs, and identify the characteristics that have made knowledge intensive processes difficult to automate in the past. We show how a Business Process Management approach with specific support for knowledge intensive processes provides the most appropriate solution to Case Management. Finally we describe the specific features that make the Singularity Process Platform the leading solution for case management in the market.