Case Management as a Tool for Forming Corporate Knowledge

P. 198–205.

Серова Е. Г.

Case Management is the management of collaborative processes that coordinate content, knowledge, and resources to progress a business to achieve a particular goal, where the path of execution is often unpredictable and where human judgment has significant influence for determination of how the end goal can be achieved. The key characteristics of Case Management include: information complexity, knowledge-intensive, and variability. The knowledge-driven economy brings new challenges for business. Markets and business-processes are becoming more global, customers are more demanding, and product life cycles are shortening. The complexity of technologies, including Information Communication Technologies (ICT), is increasing. So while the knowledge economy represents new opportunities, certain actions are needed to support and take advantage of these developments. This evolution can be enhanced by the adoption of Case Management that has reduced the cost of gathering and disseminating knowledge. The contribution of Advanced Case Management (ACM) to innovation has been achieved most notably by reducing transaction costs between companies and other actors, especially in areas such as information search and buying. The main goal of this theoretical study is to evaluate the role of contemporary information systems (IS) and technologies for supporting Case Management as tool for forming corporate knowledge. Attention of many scientists and researchers in this subject field is focused on the study of Customer Relationship Management (CRM), Business Process Management (BPM), and Enterprise Content Management (ECM) or Electronic Document and Record Management (EDRMS) systems. But these technologies and systems are not sufficient to address the key problems. Enterprise Content Management and Business Process Management (BPM) with specific support for knowledge intensive processes can be discussed as more appropriate solution to Case Management successful implementation and use. BPM-based Case Management can take into account unpredictable or uncertain nature of cases and effectively combine processes and knowledge. It can consider as innovation in Data Management.

Ключевые слова: knowledge, business process management (BPM), data management, enterprise content management, case management

В книге

Proceedings of the 9th European Conference on Information Management and Evaluation ECIME 2015

Reading: Academic Conferences and Publishing International Limited, 2015.