Case management requires putting a sharp focus on periodic assessment of progress toward meeting a set of objectives.
Objectives at a Case can be unique to that Case, some can be pervasive across multiple Cases.
The typical scenario is multiple Cases assigned to multiple workers where a Case can have 1 or 10-50 contributors, all within an environment characterized by scarce resources (people, equipment, facilities, supplies).
What is common across Cases are objectives and time.
It follows that case management is simplified when stakeholders are able to plan, monitor and control interventions within a resource allocation leveling and balancing environment. (RALB).
The User Interface of choice for this is a single screen that consists of a calendar display on one side plus a to-do list on the other. You don’t need much more than this facing your users.
If you think about it we all come into the office each day, take note of our fixed time appointments, and then we consult our to-do list to microschedule tasks in between appointments.
As the day progresses, priorities change. More micro-scheduling. If a case persists over weeks/months, the objectives can change.
Some knowledge workers like to start their workday by finishing off a few small tasks, others prefer to advance one or more large tasks.
The idea is to avoid imposing rigidity and here is how you can do it with RALB at four levels.
Scheduling Approach #1 (auto-resource allocation)
In RALB, tasks post automatically to User “Intrays” as a result of BPM orchestration – when a task along a pathway is committed, RALB immediately posts the next-in-line task(s) to the appropriate individuals using Routing Parameters assigned at process mapping time.
In many organizations there will be several people with the requisite skills to perform a task.
The problem is they may or may not be available to perform tasks.
For this reason, tasks post to ALL InTrays where there is a match on “skill” (automated resource allocation). The 1st user to “take” a task “owns” the task.
Not all tasks post immediately. The presence of imposed delays at next-in-line tasks has the effect in RALB of ‘holding back’ such tasks for ‘nn’ days.
Scheduling Approach #2 (ad hoc User postings)
Aside from tasks that post automatically, individual users post ad hoc tasks to their InTrays. Their options are to simply prioritize these tasks or post tasks to specific times.
Scheduling Approach #3 (supervisor scheduling)
Supervisors can post ad hoc tasks to the attention of individual staff members OR they can act as gatekeepers, initially receiving all tasks and allocating them to specific named individuals.
Scheduling Approach #4 (leveling and balancing)
Supervisors can also scan staff InTrays, take note of workload across staff and re-assign tasks PROVIDING the current owner of a task has not recorded/saved data at the task.
List of Posts in this set:
Tips & Tricks I – Work Scheduling
Tips & Tricks II – Decision Support/Work Performance at Cases
Tips & Tricks III – Data Exchange
Tips & Tricks IV- Consolidation of Summary Case Data to Executive Dashboards and Corporate Dashboards.