Analytics: Putting an “A” in advanced case management
David Yockelson 2700031RK9 firstname.lastname@example.org | | Tags:  bpm advanced_ case_management case ecm case_managment | 2 Comments | 1,270 Visits
We all know the relevance of business analytics to traditional applications like
Because advanced case management includes and contextually integrates numerous technologies, case analytics can add value in a variety ways. For example, business process management, a core element of advanced case management, leverages analytics to provide the status and volumes of work to be performed among roles and individuals involved in processes. It is also used to help determine how and when to fill work queues to optimize those processes. Forrester Research discusses the intersection of business intelligence and business process management here. But in addition to the focus on process capabilities, when applied more broadly to advanced case management, case analytics give users and managers a view of the numbers and types of cases being processed as well their status relative to completion. This may not sound like a significant advantage, but consider that most case work involves quite a bit of information that must be obtained from outside parties and internal subject matter experts and that case work must often be paused until that information arrives. Understanding the status of such collaborative and dynamic work elements, as well as having the knowledge of what types of cases may be causing these slow downs, can deliver significant benefits in customer service and process visibility to organizations.
Beyond the “standard” elements of data collection and analysis, however, are more advanced case analytics capabilities that can deliver insight about why cases are being created in the first place. That is a different benefit than understanding trends from amassed case performance data – this is more about the ability to ask why cases or exceptions are being generated and how they might be addressed given their circumstances. Combined with the other elements of case analytics, this content oriented analytical capability can provide organizations with a much clearer view of case loads, enablig them to create paths to better outcomes.
Do you find gaps in unstructured processes that could use a broader analytical approach for remediation? Do process exceptions increase workloads with little visibility into the causes? Let us know your thoughts and how you’ve addressed these issues.