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Case Management is critical to the work of many organizations but is often intensely manual, paper-driven and plagued by delay and poor visibility. Primarily this is because Case Management requires supporting knowledge work, where many of the important steps take place in people's heads or through collaboration with colleagues, making knowledge intensive processes difficult to analyze and structure. Also, because cases are primarily driven by human participants reacting to changing context, cases do not follow a predetermined path defined in advance - they lack predictability, making them difficult to automate.
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