| Description: | While the benefits of BPMS for a wide range of processes are well established, an important class of unstructured, or case-based, processes have not benefited because of the limitations of conventional BPM Suites. This report, written by Bruce Silver, an independent industry analyst covering BPMS and founder of BPMessentials.com, describes the differences between Case Management and conventional BPM, including what to look for in a BPM solution to truly support case-based initiatives. BPM tends to focus on repeatable, structured processes, such as resource utilization, standardization, compliance, and end-to-end performance visibility. Case management; however, is applied to more dynamic, unstructured and ad-hoc processes that are dependent on human judgment to information contained in documents, such as customer complaints, claims exception processing, underwriting and so forth. |