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Business Process Management by Martyn A. Ould

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THE CASE MANAGEMENT PROCESS

The flow of cases

For each UOW there is a case process. And, at any one moment, there may be many cases of the UOW and hence many instances of that case process in progress. Given all this concurrent activity, possibly sharing resources or facilities, the organization will need to manage the flux, dealing with issues of planning, scheduling, resource management, task allocation, making go/no-go decisions, reporting, and so on. But when we take the case-oriented view, we are putting aside all of these concerns and concentrating simply on what happens to a single case.

For any UOW we can therefore expect to find two processes: one for the case and another for case management. We shall refer to the latter process as ...

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