Introducing case management: Opening workflow management's black box

Abstract

Workflow management systems are very adequate for supporting the flow of work through enterprises, but do not deliver coordination support to end-users within the work items they perform. In this paper, the concept of case management is introduced, which specifically targets this type of support. Its associated technology is intended to be used as a harmonious extension of workflow technology, instead of a competing system. A discussion in some depth is presented of the concept, methods, and technology of case management, as well as experiences with its application in industry. © Springer-Verlag Berlin Heidelberg 2006.