Promises, Promises...

Michael Moore contributed to this blog.

“I’d make my promises now if I weren’t so busy arranging to keep them!” That classic line from Citizen Kane always makes me smile. But if you manage complicated operations, you know how difficult it is to get work done. The more people and process you have, the harder it gets.

At its core, keeping promises is what Dynamic Case Management (DCM) is all about. These are the promises you make to your customers—inside and outside the four walls of your organization—and must keep, no matter how complicated things get.

Who uses DCM to keep promises? Here are just a few examples:

  • Royal Bank of Canada cut the time to resolve customer requests from 5 days to 30 minutes
  • Telstra Communications reduced service provisioning times from 70 to 9 days
  • Singapore-based bank OCBC streamlined customer service—and leapfrogged their competition by 40% in customer satisfaction

These applications are diverse, but they all use DCM to get work done to optimal outcomes. Here’s how it works.

1. Start with the goal

Goals vary, but will always drive significant pieces of work, such as fulfilling a complex order or service request, or responding to a customer complaint. Outcomes are meaningful. Meaningful to the business and meaningful to the customer: an order is fully delivered; a service issue is resolved; a suitable remedy for a complaint is found.

2. Drive to the goals

We use a metaphor of a folder for DCM. It’s created when a case is opened and work on a particular issue begins. Like a manila folder, it’s the place where all relevant information is brought together so that it’s all organized and easy to access.

Work often falls into gaps between silos, leaving your customer promises unmet. DCM allows work to travel across silos easily. DCM eliminates the overhead and anxiety of manually tracking work that has been handed off. People can fully concentrate on the job at hand—getting the best result for the customer and the company.

3. Expect the unexpected

Work that is routine and predictable can be automated. But many kinds of work are ad hoc, and vary too much from case to case to be meaningfully automated. Pega’s DCM system is very practical about this, and lets you automate what can be automated, but gives people flexibility to take ad hoc action to move work forward. Either way, work that goes through the DCM system is facilitated, governed and tracked. So, people are free—within bounds that you set—to use their judgment to reach goals. Tracking of work leaves you an audit trail and a way to review and improve work over time.

Let me wrap up with a question: Is DCM right for your business problem? Are you charged with improving the efficiency and reliability of your operations? What promises do you need to keep?

Post your comments below, send me an email, or tweet @pegakens. I look forward to hearing from you.

If you are interested in learning more about DCM, we invite you to follow this #dcm4dummies blog series and download our free eBook Dynamic Case Management For Dummies.


Dynamic Case Management (DCM) brings together people and information to get work done. Download Dynamic Case Management For Dummies now to discover how DCM can digitally transform your business.