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dynamic case management (DCM)

Contributor(s): Anne Stuart

Dynamic case management (DCM) is the handling of case-related work through the use of technologies that automate and streamline aspects of each case. In this context, a case is a collection of information about a particular instance of something, such as a person, company, incident or problem.

DCM — sometimes called “advanced case management” (ACM) -- is a both a human- and a technology-based approach that is driven by incoming events. These events change the context of the information, requiring responses from caseworkers or other knowledge workers. DCM’s ultimate goal is helping such workers make faster, better and more accurate decisions.

DCM is similar to business process management (BPM) in that it works to improve task management and workflow. However, while BPM focuses on the complete definition and control of structured, repeated processes, DCM works on an ad hoc basis to manage dynamic, unstructured processes. In fact, DCM can be especially effective for companies handling “untamed” business processes that lack structure or add no value. It’s also increasingly used to enhance collaboration and improve compliance activities. Initially used primarily in healthcare, insurance and similar industries, DCM is now moving into many other fields as well.

 

Continue reading about dynamic case management (DCM):

 > ebizQ Guide: Use DCM to battle untamed processes

 > Reality check: Debunking myths and misconceptions about DCM

 > Forrester Analyst Jam Session: Dynamic Case Management: An Old Idea Catches New Fire (video)

This was last updated in February 2012

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