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It’s only when you use a particular area do you get results relevant to the area, e.g. HR case management, IT case management, etc. As BE bxp is a business process modelling and management tool, we can apply a form to any type of solution. So case for BE bxp is all of the above.
So for BEbxp, a case is “a CDA record in a form, with one or more CCLs, time based reporting and workflows managed through outcomes accepting feeds from one or more sources. These CDA records may be, through form linking, also be managed in child forms, with information always ultimately returned to the initial parent CDA.”
Unless the solution is replacing an existing case management tool which is deemed no longer fit for purpose, then using BE bxp to provide case management is an opportunity for process reengineering. This is the approach of reviewing how things currently operate and finding ways of potentially optimising the processes. As a case and all aspects of its interaction are known it is possible to apply lean six sigma principles to the process and enable BE bxp to improve the workflows through automation.
As the processes are mature for case management, there are often complex supporting documents, training notes, knowledge base with potential decision making trees involved. A case management tool should make this supporting information readily accessible.
* Case history / case study examples
* Previous system / process issue documentation
When designing a case management solution it is important to approach the solution systematically. The eLearning approach of ADDIE is useful as it provides structured steps. ADDIE stands for Analyse, Design, Develop, Implement and Evaluate. Implementation of a case management tool is usually best performed after analysis and design has been done to ensure that the solution is going to be fit for purpose. As part of the design phase a prototype can be built in BE bxp to clarify how proposed processes will be implemented
* Use BE bxp to develop a working prototype
* Recursively ratify the process to ensure appropriateness
* Using process experts attain sign off of process
Within BEbxp, a case management solution will have the following generic features.
There are a number of ways of creating a case. BE bxp has methods for handling each one. As soon as a CDA is created, a CCL is also created with a time stamp of when the case was started.
It may be required that further case management is provided within BE bxp in other forms. E.g. Customer Care receive a support ticket, which must be answered by Billing. The ticket is sent to Billing for processing and is returned to Customer Care to communicate back to the customer. [CC-4-2 Linked Form Setup]
Logic provided by BE bxp helps to drive decision making and option selection to ensure delivery of agreed processes. [CC-2-5 Logic Management]
There are literally endless combinations of processes which can be implemented as workflows within BEbxp.
When building a case management solution and throughout its operation the ability to facilitate collaborative group communication is important. Building in numerous communication tools and lines of communication is vital. Conference calls, group emails, central documentation repositories, live web based conferences or traditional meetings all serve for the refinement of the project. There needs to be a central project document which acts as the collective body of knowledge. Often this document is referred to in operation as a “bible”.
Project management skills can help in delivering the project and it is useful to employ some of the analysis and management tools, but it is important to balance excessive project management against operational delivery, especially considering prototyping as a tool for development. Protoyping is only necessary when performing processing reengineering; otherwise the process should be mature enough not to need a prototype. The effectiveness of delivery of the project will depend on the project manager.
Quality assurance of the solution is the process of ensuring that the solution delivers what the original specification requests and delivers it properly. If the Analysis part of the solution which generates the initial project body of knowledge, is complete, this is what will be used for different types of testing. Testing should be of a number of types, black box testing, User Acceptance Testing (UAT) and standards compliance testing. Black box testing is generally done by the development team to ensure that the software does as was requested. User Acceptance Testing is where the solution is given to a number of control group users to use the solution to see does it work as required. The final testing is standards compliance to ensure that the solution meets any industry standards relevant to the solution.
Quality assurance of the operation is an iterative process of reviewing the analysis of the data. If the design of the system automates and validates wherever possible then the quality of the data should be as specified. Where a level of human interpretation is required as part of the process analysis and process refinement should be focused on this part. Closed questions and logic branching are the easiest to test against, so design should focus on wherever possible delivering closed fields. Wherever open questions exist process refinement should be focused.
== Reporting ==
The reporting from case management is the same as standard reporting for CRM or for blended campaigns except that the inclusion of timing data in data reports is available. The operational tools provide what traditionally are referred to as case management reports.
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