A “case” is any business requirement, issue, project, transaction, or service; a ‘problem’ that is opened and closed, initiated and resolved over a period of time having achieved satisfactory outcome or resolution for the business. Case progression will likely involve a series of processes, simple to complex, some common to all, and involve multiple persons inside and outside the organisation with varying relationships to each other, as well as documents, messages, and digital data. By any definition case management embraces principles of ‘investigation’, a systematic and detailed examination to discover detail, checkable facts, and information that fully and accurately informs the business decision-makers so that those business outcomes are as satisfactory as possible. Satisfactory case management frequently involves the transformation of intelligence into actionable information or even evidence on occasion.
Case management is an ‘end to end’ holistic process, each component part potentially impacting on another. Increasingly the elements of a case have been managed in silos with little recognition or understanding of the impact of a decision at one stage of the process on an outcome further down the line.
The process illustration attempts to convey just some of the potential elements of case progression recognising that every case is different, unique, and presents challenges that differ from organisation to organisation. What is constant is an enquiring mind-set, an ability to analyse and manage detail, open-mindedness and an understanding of the impact of one stage on another.
Documents, data, and digital information are often handled and processed well, albeit in silos, whereas the non-technical skills required to ‘handle’ multiple persons inside and outside the organisation with varying relationships to each other, the key stakeholders, has become a neglected science.
At Intersol we reinforce the ‘interview’, the workplace meeting, as the ‘golden thread’ of case management, the DNA that runs through every stage of the process, the moment when desk-top investigation and examination has to be transferred to the cognitive world and explored with human inter-action with others.
Reliable detail, accuracy, and facts are the staple diet of business decision-makers.
Intersol deliver all the above and more through Extraordinary Case Management (ECM®)