Effective case management is more than just tracking to-dos, watching a calendar and keeping a file of notes. Dynamic case management involves knowing exactly what has been done and being able to handle anything that might be next, even if it’s not “what’s next” on paper. It’s about coordinating, advocating, controlling resources, making judgments, escalating, documenting, tracking and reporting.
The nature of work is changing from predictable processes to agile, information-driven decision-making. Today’s knowledge workers demand control.