The advent of Dynamic Case Management (DCM) in today’s business is not surprising at all. The thing that got us in surprise is the paradigm shift from process to people. In mid 80s, the business world came to a conclusion that they needed a strong robust standardized process framework with minimal people intervention so that the quality of the process outcome did not deviate largely for one from the other.
We all know the stories of Toyota and Motorola and their “Total Quality Management”. The world agreed that – process is the key and defect happens because of process failure and not for the people. This was the ideology that created the platform for workflow management solutions which evolved in time into Business Process Management (BPM) and Enterprise Content Management (ECM) solutions. The Business Analytic tools were built along with BPM and ECM tools to monitor the process performance and the quality of process outcomes. During the last 20 years BPM and content management solutions have gone through various changes in pursuit of achieving highest level of performance excellence with consistent quality standards. However, now we have started realizing that skilled workers with excellent decision making ability are required to choose the right process at right time.
The paradigm shift did not happen in one day. BPM and ECM solutions tend to focus on repeatable and structured processes with focused business goals. Single process template is applied for every business scenario. This model worked fine for straight-through processing (STP) workflows with minimal human intervention. However, a single and merely flexible process template could not serve the purpose of driving the customer experiences for service requests, adhering to mandatory compliances and litigant activities. Customer service requests like Loan Processing, Customer On-boarding, Claims Management, Underwriting, Change Requests and adhering to mandatory compliances like IT Governance, right based e-Discovery, fraud handling & auditing are some of the areas where requirement for dynamic case management has become prominent, more than ever. The usual business model did not succeed much in handling uncertain events and incidents associated with any business process. Other than for defined events, the process does not know what to do with the events. Dispute Resolution, Complaint Management, Exception Handling are some of the areas which can be managed my DCM solutions. With a wide variety of customer needs and situational complexities, organizations have started thinking of the automation of dynamic, unstructured and ad-hoc processes.