MAGAZINE N.6 – CASE MANAGEMENT: STREAMLINE COMPLEXITY WITH A CHANGE IN APPROACH

The solution through BPM

The term " Case Management " has different meanings depending on the fields we work in, and defining what it actually is in generic terms can lead to confusion.
We often hear about " Case Management " in healthcare or the legal world.

In healthcare, for example, there will be a common goal for each patient (well-being) but different ways to achieve it depending on the unique and specific clinical situation.
Helpdesk management , customer service , contract management , and much more are also known as "case management."

In these very different contexts, what this discipline has in common, though its application varies depending on the field, is the lack of structure in the processes it manages, the presence of ad hoc interactions, and the difficulty in defining events and milestones in advance; what is known is only one input and one output.

We can think of Case Management BPM (Business Process Management) exception management

BPM tools typically optimize processes by abstracting specific, real-world cases and converting them into predefined processes that are then automated.
Unlike the former, Case Management tools focus more on unstructured , specific, and not always repeatable cases.

What happens if I have to manage a flexible and complex case such as the initiation of a contract and the management of numerous operations related to its execution with a BPM tool?

The change of approach

Normally, a very complex process would be structured, capable of managing all possible destructuring. This would make the whole thing arduous and almost impossible to manage.
The necessary change in approach is instead one of accompanying the destructuring , thus making the software not a limitation on operations but rather a useful guide for managing the case.

We made this possible with Jamio , trying to define, according to our “ point of view ”, a very lean and dynamic , capable of allowing us to rapidly build cases , defining actors and activities quickly, in real time without having to consult a process designer modeling tools . Here is a direct example:

CASE EXAMPLE: JAMIO

Case Description:
finance company managing large amounts of financial assets and assets on behalf of third parties. It will have a very broad scenario to manage, always different for each client. What advantages will be gained by adopting a BPM software approach like Jamio?

  OBJECTIVES (Goal)

• Managing the start of a contract
• Management of numerous operations related to the execution of the contract
• Document digitization
• Integration of various existing technologies

[minti_icon icon=”Example of bar-chart fa-bar-chart” color=”#888888″ size=”20px” margin=”0px 0px 0px 0px”] CHALLENGES (Challenges)

• Large production of paper documentation
• Numerous contractual typologies, flexible and often very different from each other
• Hundreds of new different contracts per year
• Continuous customer management through numerous unstructured operations
• Orchestration of the entire company workflow
• Long solution implementation times with a traditional development approach
• Constant adaptation to new regulations

[minti_icon icon=”Example of check-circle-o fa-check-circle-o” color=”#888888″ size=”20px” margin=”0px 0px 0px 0px”] RESULTS

• 60% savings on management costs
• Solution implementation times reduced by 50%
• Orchestration and control of complex and flexible operational processes
• Reducing errors
• Elimination of paper flow
• Automatic composition of documents and attachments
• Automatic archiving of mandates
• Real-time monitoring of contractual relationships by both the company and the customer.
• Privacy and GDPR compliance

Openwork supports Samsung in innovation

Samsung Innovation Camp is a project promoted by the multinational in partnership with Randstad and in collaboration with the University of Bari Aldo Moro (and other Italian universities) with a very specific aim: to accompany undergraduates and graduates towards the job market through digital innovation , in order to enrich their skills and obtain a wider range of opportunities in the job market.

Following the success of the first edition, inaugurated in 2017 with over 4,000 students enrolled from all over Italy, the project was once again proposed and supported by partner companies and newspapers.

Openwork, already active on the topic of digital skills in collaboration with the Polytechnic of Bari (with which it conceived the Competence Center project on BPM ), was chosen among the partner companies of the Samsung project, and in addition to promoting this initiative, it will have the task of transferring valuable knowledge on the digital topic to students and supporting them during the completion of a project work .

This exciting experience, which began with an initial Openwork at the University of Bari, will resume on January 16, 2019 , with classroom training.

The training program focuses on increasing digital skills in the following areas: DIGITAL MARKETING, COMMUNICATIONS, DATA ANALYTICS, CYBER EDUCATION, AND INNOVATIVE USE OF TECHNOLOGIES.
Classes will be delivered primarily online, and upon completion, top students will have the opportunity to participate in three days of classroom activities. The exchange of experiences in the classroom will provide an opportunity to meet local companies and work with them to propose innovative digital solutions.

For details on the free course, visit www.innovationcamp.it

Business efficiency and cost control: IT priorities today

The Assintel 2018 Report of March us (National Association of ICT Companies) contains some very interesting data regarding the main IT priorities for 2018.

7 are those that aggregate the highest percentages, bringing with them keywords that, amplified in the entire organization, make it clear how automation/optimization of processes and reduction/control of costs are actions that are not only correlated, but also closely linked to improve company efficiency (source Assintel Report 2018 ).

IT cost control tops this list, underscoring how managing these tools impacts a company's financial management, but it also carries a natural legacy of incompatibility between change and the costs of innovation. Throwing away the old to make room for the new is often perceived as costly in financial and management terms, but this isn't necessarily the solution. The goal is to simplify to improve efficiency, and integration is key. While legacy systems limit the management of new, unmanaged processes, a BPM platform capable of integrating via web services ensures innovation, optimization, system rationalization, and oversight of areas untouched by legacy systems, while horizontally connecting all organizational processes.

In an era where internal efficiency is a key competitive factor that impacts relationships with the entire organizational ecosystem, having the ability to modernize processes, systems, and activities becomes a must.

What solution then?

The solution therefore becomes integrating innovative technology into your systems, capable of redesigning business models to ensure the monitoring of all activities and automate processes, allowing easy access to information, even on the move, managing collaborative work, all with the simplicity required by our times:

• User-friendly interfaces customized to specific organizational needs allow for significant time savings already in the interaction with the software
• Applications modeled without the need to write code ensure vendor independence when modifying solutions
• cloud solutions deliver security and mobility
• platform systems allow you to find all the tools you need in a single environment, without having to switch from one system to another

Cost reduction understood as system efficiency, ease of use, reduction of software delivery times and its interpretation/use.

Not the past, therefore, but still current priorities that need to be addressed to ensure competitiveness.

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