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1 45BU_Mike_Prentice commented Permalink

The definition from the Mastering the Unpredictable I think really covers the Case pretty well. <div>&nbsp;</div> "The name given to the specific situation, set of circumstances, or initiative that requires a set of actions to achieve an acceptable outcome or objective. Each case has a subject that is the focus of the actions – such as a person, a lawsuit, or an insurance claim – and is driven by the evolving circumstances of the subject." <div>&nbsp;</div> It really is very close to what you said and the key point is identifying this "thing" that people, artifacts(ie documents), and processes\tasks interact with. <div>&nbsp;</div> The other comment is what adds to the complexity of defining a case in that there is a lifecycle.. a start, middle and end. And how do you define those. <div>&nbsp;</div> The changes in the upcoming release of ICM is helping this part with the ability to split a case.

2 peter.mctaggart commented Permalink

When I think of cases I usually think explicitly of a case outcome or objective. <br /> I find this helps differentiate the process nature of things such as service requests from the broader context of cases. <div>&nbsp;</div> As Jeff said, this is particularly important in long running cases where the process may stop and start and involve a whole bunch of sub-cases, tasks and process to achieve its outcome. While that outcome has yet to be achieved the case is still open. <div>&nbsp;</div> It also prevents the type of thinking where you might consider the patient to be the case as it is difficult to associate an objective with the entity.

3 jos.olminkhof commented Permalink

Here is my take: <div>&nbsp;</div> Apart from being the result a human service request, I believe that cases are often created for various types of (human or machine generated) 'events' and exceptions. Essential is that a solution cannot be reached without some analysis being performed. The outcome of that analysis will decide what the proper actions are towards reaching a solution. <div>&nbsp;</div> Often a goal will be to reduce the number of cases as much as possible, as they can be resource intensive and expensive. Trying to understand how the case was resolved may help to implement improved rules and processes, so that the next time a similar event or request can hopefully be solved using "straight-through processing" transactions (finance/insurance) or a standard process or treatment. <div>&nbsp;</div> For this reason and legal reasons it's often important to be able to record how the case was executed. Executing a case however can be a rather ad-hoc process. In many cases it may prove difficult or impossible to record what exactly happened. <div>&nbsp;</div> This is where IBM Case Manager comes in handy, as it is designed to help solve such problems. <div>&nbsp;</div>

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