Contemporary Knowledge Management Tools for Supporting of Knowledge Intensive Processes and Improving Quality of Client Care
Purpose – Nowadays, the focus on supporting knowledge workers is very significant and on the first place, there is a need to support the knowledge intensive processes – processes of reasonable and right decision-making. These processes can be improved by implementation of knowledge management tools that allows of reducing the cost of gathering and disseminating knowledge. The problem the author works with here is: How organizations can successfully use case management for forming corporate knowledge. The purpose of this paper is consideration of the issues of ICT and information systems (IS) applications for supporting of knowledge-oriented case management and improve quality of client care.
Design/methodology/approach – Scientific methodology of the research rests upon system approach, complex and comparative analysis. In this stage of the study, the author uses the research method based on literature review, analysis of large volumes of information, and findings of investigations in the field of knowledge management tools successful implementation for knowledge intensive processes supporting and improving quality of client care.
Originality/value – Original contribution of the work is analysis and classification of case management tools, used for knowledge workers support. The research also considers the cultural aspect related to the case management practical application. The implementation of CM systems requires consolidation of infrastructure and people to understand the impact of modern technologies on everyday business practices and the need for data management and analysis.
Practical implications – Currently adaptive case management systems are used actively in the following areas:
- Complex services provision in health care, jurisprudence, finance, reporting and informational support, conduct of client affairs;
- Development of complex products and conducting marketing campaigns;
- Social sphere and social initiatives, etc.
Case management solution based on Business Process Management (BPM) technology provides the best way for support of capturing, gathering, sharing, and retrieval of knowledge for knowledge workers within a business processes. Systems of BPM and Enterprise Content Management (ECM) with specific support for knowledge-intensive processes can be discussed as a more appropriate optimal decision to case management. Moreover, case management system can combine the best features of several classes of information systems.