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Business Process Management by Martyn A. Ould

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THE CASE PROCESS

Units of work and cases

Suppose we are looking at the department in a life insurance company that deals with new business and, in particular, applications for new insurance policies; and suppose we are particularly interested in what happens to an application for a new life insurance policy, from the point at which it is received by the company to the point where some outcome is reached with the prospective customer. We can think of the customer application as the unit of work(UOW)for this department: it is the unit in which work arrives and is dealt with, and every application is dealt with in the same, standard way.

If we walked into a software house, we would find them taking on pieces of work for a client — which are typically ...

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