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Created page with "= Intro = bxp has numerous models it can support and non more important than case management. = Backgound = == Definition == The first challenge is defining Case Man..."
= Intro =
bxp has numerous models it can support and non more important than case management.
= Backgound =
== Definition ==
The first challenge is defining Case Management. Googling a definition of case management throws up a number of predominantly legal and medical interpretations of case management.
http://en.wikipedia.org/wiki/Case_management
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 is a business process modelling and management tool, we can apply a form to any type of solution. So case for BE is all of the above.
We need something a bit more specific to build against.
To build case management there are a number of common features:
* Information is focused on a central noun (person, place or thing [including event] )
* Is based on core mature processes
* Timed responses
* Is tied to a / numerous workflows
* Subject to priorities / SLAs
* Usually requires more than one interaction
* May Involve different parties
* May involve different mediums
So for BE, 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.”
== Primary Metrics ==
The most important configuration settings of Case Management are the primary metrics against which cases are managed. This is usually time or money. What is primary reason for implementing Case Management. Other useful but not critical metrics are referred to as secondary metrics.
== Process reengineering ==
Unless the solution is replacing an existing case management tool which is deemed no longer fit for purpose, then using BE 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 to improve the workflows through automation.
== Open and Closed cases ==
An open case is one which still has more work to be done on it. A closed case is one which is considered that no more work will be done on it.
== Supporting information ==
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.
Supporting information can be found in:
* Original tender specifications
* Training manuals
* Custom training notes
* Knowledge bases
* Case history / case study examples
* Previous system / process issue documentation
= Project Development Approach =
== Intro ==
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 to clarify how proposed processes will be implemented
== Analysis ==
* Identify all contact points
* Identify all communications mediums
* Identify all data sources
* Identify all involved parties
* Identify all process experts for future contact
* Identify all process flows
* Identify all Service Level Agreements
* Identify all training and support material
* Identify all quality assurance mechanisms
* Document an operations manual for the entire process if none currently exists
== Design ==
* Use BE to develop a working prototype
* Recursively ratify the process to ensure appropriateness
* Using process experts attain sign off of process
== Develop ==
* Implement all operational workflows
* Implement support and training material
* Implement quality assurance measures
== Implement ==
* Project manage roll out
* Develop new all-encompassing process documentation
== Evaluation ==
* Using formal review meetings on a daily, weekly, then monthly basis consult all users for feedback and appropriateness
* On project completion schedule review for reimplementation of ADDIE to apply further Lean Six Sigma learning.
At the end of the analysis phase, the key information of the primary and secondary metrics should be known. Documentation and processes will be available.
= Generic Case Structure =
Within BE, a case management solution will have the following generic features.
== Contact Points ==
There are a number of ways of creating a case. BE 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.
Post, Phone and Live Web Chat, all require some live operator intervention.
* For Post: Whitepaper - BEPaperless
* For Phone Call: CC-4-3 CTI Integration
* For Live Web Chat: CC-4-3 CTI Integration
The others can be automated
* For Email: CC-3-4 Mailbox and Social Media Integration
* For Website: CC-4-3 CTI Integration
* For Social Media: CC-3-4 Mailbox and Social Media Integration
* Faxes when received become either paper, which can be treated as post.
* Alternately newer technology can manage it as an email attachment.
Our Scenario bxp as a Ticketing System runs through how each of these are ADDIE managed. [[Scenario_-_bxp_as_a_Ticketing_System]]
== Workflow ==
At this point, a CDA has been created which represents our case. The workflow then needs to be followed to deliver this case. This is a process best done externally to the system where a process flow can be modelled.
This model is then implemented using outcomes. Outcomes allow for validation of the data.
Enable email communication externally to the customer, an internal department or an external company. [CC-1-5 Introduction to Form Outcomes]
It may be required that further case management is provided within BE 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 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 BE.
== Operational Tools ==
In order to support case management there a number of operational tools this allows the workflow to be delivered effectively.
The first and obvious tool is a work flow tool which allows data and contacts to be recorded. The system must be able to enable work to happen in an automated fashion. The system must be auditable and also provide the timing and timed report capabilities required to operationally deliver case management.
The first tool is a suite of reporting and operational listing tools which list off the cases that need attention in an order according to the primary metrics of the workflow.
Time is the key differential between a CRM solution and a Case Management solution. For this reason time based work lists are a key operational tool for management to ensure efficient delivery. Time in case management is always a primary or secondary metric but is a primary operational tool.
For optimisation of any workflow analysis of data is key. As each suite of workflows is unique by business and operation, it is impossible to build “standard” reports without locking down the solution to only deliver to a specific type of use. E.g. a HR complaint ticket management solution would not work for a technical support ticket management system due to reporting and presentation of fields despite most of them having a lot of commonalities. In order to report or analyse the data, the data analysis could be performed within a system with template or custom reporting, or for comfort it should be possible to easily export to a spreadsheet or other external analysis tool.
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”.
[[Category:Scenario]]
bxp has numerous models it can support and non more important than case management.
= Backgound =
== Definition ==
The first challenge is defining Case Management. Googling a definition of case management throws up a number of predominantly legal and medical interpretations of case management.
http://en.wikipedia.org/wiki/Case_management
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 is a business process modelling and management tool, we can apply a form to any type of solution. So case for BE is all of the above.
We need something a bit more specific to build against.
To build case management there are a number of common features:
* Information is focused on a central noun (person, place or thing [including event] )
* Is based on core mature processes
* Timed responses
* Is tied to a / numerous workflows
* Subject to priorities / SLAs
* Usually requires more than one interaction
* May Involve different parties
* May involve different mediums
So for BE, 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.”
== Primary Metrics ==
The most important configuration settings of Case Management are the primary metrics against which cases are managed. This is usually time or money. What is primary reason for implementing Case Management. Other useful but not critical metrics are referred to as secondary metrics.
== Process reengineering ==
Unless the solution is replacing an existing case management tool which is deemed no longer fit for purpose, then using BE 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 to improve the workflows through automation.
== Open and Closed cases ==
An open case is one which still has more work to be done on it. A closed case is one which is considered that no more work will be done on it.
== Supporting information ==
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.
Supporting information can be found in:
* Original tender specifications
* Training manuals
* Custom training notes
* Knowledge bases
* Case history / case study examples
* Previous system / process issue documentation
= Project Development Approach =
== Intro ==
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 to clarify how proposed processes will be implemented
== Analysis ==
* Identify all contact points
* Identify all communications mediums
* Identify all data sources
* Identify all involved parties
* Identify all process experts for future contact
* Identify all process flows
* Identify all Service Level Agreements
* Identify all training and support material
* Identify all quality assurance mechanisms
* Document an operations manual for the entire process if none currently exists
== Design ==
* Use BE to develop a working prototype
* Recursively ratify the process to ensure appropriateness
* Using process experts attain sign off of process
== Develop ==
* Implement all operational workflows
* Implement support and training material
* Implement quality assurance measures
== Implement ==
* Project manage roll out
* Develop new all-encompassing process documentation
== Evaluation ==
* Using formal review meetings on a daily, weekly, then monthly basis consult all users for feedback and appropriateness
* On project completion schedule review for reimplementation of ADDIE to apply further Lean Six Sigma learning.
At the end of the analysis phase, the key information of the primary and secondary metrics should be known. Documentation and processes will be available.
= Generic Case Structure =
Within BE, a case management solution will have the following generic features.
== Contact Points ==
There are a number of ways of creating a case. BE 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.
Post, Phone and Live Web Chat, all require some live operator intervention.
* For Post: Whitepaper - BEPaperless
* For Phone Call: CC-4-3 CTI Integration
* For Live Web Chat: CC-4-3 CTI Integration
The others can be automated
* For Email: CC-3-4 Mailbox and Social Media Integration
* For Website: CC-4-3 CTI Integration
* For Social Media: CC-3-4 Mailbox and Social Media Integration
* Faxes when received become either paper, which can be treated as post.
* Alternately newer technology can manage it as an email attachment.
Our Scenario bxp as a Ticketing System runs through how each of these are ADDIE managed. [[Scenario_-_bxp_as_a_Ticketing_System]]
== Workflow ==
At this point, a CDA has been created which represents our case. The workflow then needs to be followed to deliver this case. This is a process best done externally to the system where a process flow can be modelled.
This model is then implemented using outcomes. Outcomes allow for validation of the data.
Enable email communication externally to the customer, an internal department or an external company. [CC-1-5 Introduction to Form Outcomes]
It may be required that further case management is provided within BE 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 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 BE.
== Operational Tools ==
In order to support case management there a number of operational tools this allows the workflow to be delivered effectively.
The first and obvious tool is a work flow tool which allows data and contacts to be recorded. The system must be able to enable work to happen in an automated fashion. The system must be auditable and also provide the timing and timed report capabilities required to operationally deliver case management.
The first tool is a suite of reporting and operational listing tools which list off the cases that need attention in an order according to the primary metrics of the workflow.
Time is the key differential between a CRM solution and a Case Management solution. For this reason time based work lists are a key operational tool for management to ensure efficient delivery. Time in case management is always a primary or secondary metric but is a primary operational tool.
For optimisation of any workflow analysis of data is key. As each suite of workflows is unique by business and operation, it is impossible to build “standard” reports without locking down the solution to only deliver to a specific type of use. E.g. a HR complaint ticket management solution would not work for a technical support ticket management system due to reporting and presentation of fields despite most of them having a lot of commonalities. In order to report or analyse the data, the data analysis could be performed within a system with template or custom reporting, or for comfort it should be possible to easily export to a spreadsheet or other external analysis tool.
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”.
[[Category:Scenario]]