Dynamic Case Management — Do Enterprise Architectures Realize The Potential?

The answer is a simply no. I’m finding that enterprise architectures are not well-grounded in this emerging area. Many enterprise architects, and particularly those who focus on business architecture, think that dynamic case management (DCM) is a newfangled marketing term to describe an old, worn-out idea — a glorified electronic file folder with workflow. Yes, enterprise architects can be a cynical bunch. But DCM goes far beyond a simplistic technology marketing term — it’s a new way of thinking about how complex work gets done, and often enterprise architects are so consumed with technology planning that they may not see new patterns of work emerging in the business that require new ways of thinking.

“Dynamic” describes the reality of how organizations serve customers and build products in a world that is changing constantly. If you doubt that assertion, think about volcanoes disrupting airlines, oil rigs exploding, product recalls, executives being investigated for fraud, new healthcare legislation, or more common events such as mergers and acquisitions. Most knowledge work requires unique processing, and processes need to adapt to situations — not the other way around. For enterprises, DCM provides a transformational opportunity to take the drudgery out of work and enable high-value, ad hoc knowledge work — much as enterprise resource planning (ERP) did for transactional processes. And, in fact, our research points to a growing use of DCM to add agility to systems of record including packaged apps and legacy transaction systems.

As I write this, I’m working on an emerging technology session on dynamic case management for attendees at the upcoming EA Forums in Las Vegas and Paris, where we’ll go deeper into how DCM applies. I hope to see you in Vegas in May or Paris in June!

Comments

Dynamic Case Management - coming of age, not new!

Hi Craig - I disagree with your statement that this is an emerging area and a new way of thinking about how complex work gets done. I have been involved in delivering a number of enterprise solutions based on dynamic case management principles since early 2000, including applications to handle insurance claims, customer origination, complaints management and even the front and back-end processes for an internet bank. The complex is not new, just slow to achieve mainstream support. However, what is new is the ability to deliver these applications on an enterprise scale platform such as SharePoint in combination with the sophistication of specialist workflow solutions such as those available from K2.

Dynamic Case Management

Julian, Thanks for responding. I agree with you. The concepts of case are far from new particulalry in health care, legal, and governement and many BPM solutions are easily characterized as case. And not to mention the nich apps. provided across the board - that are more fit to purpose. I also agree that scale is an issue. My larger point is just how limited the knowledge is in mainstream IT and particulary most enterprise architects. Those that embrace DCM usually come out of traditional workflow and BPM background - There is a big gap in this area for mainstream IT. Best.

Dynamic Case Management

Julian, Thanks for responding. I agree with you. The concepts of case are far from new particulalry in health care, legal, and governement and many BPM solutions are easily characterized as case. And not to mention the nich apps. provided across the board - that are more fit to purpose. I also agree that scale is an issue. My larger point is just how limited the knowledge is in mainstream IT and particulary most enterprise architects. Those that embrace DCM usually come out of traditional workflow and BPM background - There is a big gap in this area for mainstream IT. Best.

Good post giving idea about

Good post giving idea about Dynamic Case Management used to get the complex work also done easily