Execution support for agenda-driven case management

Abstract

In recent years, mature workflow management technology has become available to support enterprises in engineering and executing well-known business processes. But in the domain of case management, no strict process can be prescribed for tasks due to their high variability. Rather, these tasks require the expertise of case managers who work with information from many different sources. We believe that such processes will benefit from an agenda-driven case management approach. However, implementing an information system supporting such an approach is challenging since it impacts and relies on many aspects of an enterprise's way of handling heterogeneous data. In this paper, we discuss requirements and design decisions arising from the adCM concept and present the results in implementing a corresponding support system.