1 Intro

bxp has numerous models it can support and none more important than case management.

2 Backgound

2.1 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 bxp is a business process modelling and management tool, we can apply a form to any type of solution. So case for bxp 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 bxp, 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.”

2.2 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.

2.3 Process reengineering

Unless the solution is replacing an existing case management tool which is deemed no longer fit for purpose, then using 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 bxp to improve the workflows through automation.

2.4 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.

2.5 Supporting information

As the processes 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

3 Project Development Approach

3.1 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 bxp to clarify how proposed processes will be implemented

3.2 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

3.3 Design

Use bxp to develop a working prototype
Recursively ratify the process to ensure appropriateness
Using process experts attain sign off of process

3.4 Develop

Implement all operational workflows
Implement support and training material
Implement quality assurance measures

3.5 Implement

Project manage roll out
Develop new all-encompassing process documentation

3.6 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.

4 Generic Case Structure

Within bxp, a case management solution will have the following generic features.

4.1 Contact Points

There are a number of ways of creating a case. 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.

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

4.2 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 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 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 bxp.

4.3 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”.

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.

4.4 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.

Here is an example of a months activity for a live case managed campaign.

5 Operational Delivery

To better understand how bxp can deliver this planning please review Bxp_and_Case_Management_-_Worked_Scenario

Scenario - Bxp and Case Management

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