Trend #6: Dynamic Case Management for the Modern Worker

Gazing into the Crystal Ball:
Top 10 Trends for 2014

Millennials (Gen X) constitute about 25% of the workforce today and this number will grow exponentially larger as the years progress. Generation Z is also beginning to enter the workforce in large waves. These newer generations are tech savvy, intensely social, interactive, dynamic and communicate often - though in shorter bursts. The way they conduct work is different: meaning enterprises must adapt their environment to meet the needs and styles of the upcoming generation of workers.

In 2014, Dynamic Case Management (DCM) represents an important milestone in the evolution of process automation that matches the collaborative and less structured way of working favored by these younger generations. DCM—with all its automation capabilities— best reflects and supports the modern worker’s culture.

In most real-life applications, workers deal with a “case” which has a lifecycle and contains different components, such as case objectives, tasks, sub-cases, process fragments, business rules, decisions, events, user interactions, content, collaboration, integration and milestones or stages towards resolution. DCM provides end-to-end holistic orchestration of all these components involving all types of work from structured and pre-determined to collaborative, unstructured and ad-hoc, as well as all types of workers including clerical, knowledge-assisted workers and knowledge workers. The “nervous system” (intelligence) of the case is captured in flexible business rules and decisions that drive the case to resolution.

There are many dimensions and aspects of DCM. Often, intelligent and sophisticated software is touted as disruptive to the labor market. However, when empowered with digitized business rules as well as analytics models mined from data, DCM can actually assist the quality as well as efficiency of the worker: knowledge-assisted tasks.

In other words, DCM has all the ingredients to optimize the modern worker in the increasingly digital world: end-to-end cases with case hierarchy, direct capture of business milestones, ad-hoc tasks, intelligence assisting worker and overall platform for digital enablers. DCM also provides tools for social networking. Completing tasks and resolving the case might require social collaboration between the various case workers. These social networking interactions happen dynamically during the case process, as participants innovate with new case solutions, complete ad-hoc work, suggest improvements, resolve the case, or monitor and analyze the performance of case milestones. To summarize, in an increasingly interactive and dynamic culture, DCM fits very well with the modern worker, while leveraging all the essential components of digital technologies.