ONE TOOL, MANY USE CASES

STRUCTURED AND SEMI-STRUCTURED PROCESSES

When you have repetitive processes that can include automation.
✔ The same process runs multiple times with rare changes.
✔ The relay of work between people and systems can be automated.
✔ Exceptions need to be handled within the context of the process.
✔ Project interdependencies and cross project planning are sometimes critical.
Examples: Job Requisitions, Access Management, Procurement, Accounts Payable

PROJECT-ENABLED PROCESSES

When you have complex processes that need to be managed as projects.
✔ Projects with multiple sub-projects or related projects scattered across many lines of business, both internal and external, typically associated with product and/or service deployment.
✔ Often have SLAs and deadlines with resultant consequences if they’re not met.
✔ Based on complex business processes with multiple conditional paths, typically tailored to the needs of each project.
✔ Project interdependencies and cross project planning are sometimes critical.
Examples Include: Customer Onboarding (e.g. financial, insurance); Research (e.g. Clinical Trial Project Management; Product Lifecycle Management; Equipment Installation (e.g. multi-site implementation of hardware/software); Service Projects (e.g. marketing campaigns).

PROCESS TO DECISION

When there is a predictable, reliable path, but you need flexibility to handle the unexpected.
✔ Heavy reliance on structured rules and processes to coordinate work.
✔ Focus on driving to a specific decision with a high degree of context and known policies and procedures.
✔ Fluid change of rules, policies and procedures to ensure work is in compliance with known rules and regulations.
Examples: Regulatory Compliance (e.g., federal compliance, government regulations, etc.), Routine Patient Care (e.g., exams, immunization shots, etc.), Pharmacovigilance (e.g., life sciences, pharmaceutical product management, etc.)

SERVICE REQUESTS

When you have structure, but context is not well known at the starting point.
✔ Awareness of contractual obligations and ensures those obligations are met.
✔ Fulfillment of complex claims, where there are many pieces of information to collect and consider.
✔ Management of a lifecycle of activities to address customer requests.
Examples: Claims Management (e.g., insurance claims fulfillment, etc.); Ongoing Maintenance (e.g., wind power, oil drilling, fleet management, check-in/check-out etc.); Customer Service (e.g., customer issues, customer retention, etc.)

INCIDENT MANAGEMENT

When you have high-level process, but need flexibility and collaboration.
✔ Identify and resolve adverse incidents, while mitigating organizational risk.
✔ Ensure all incidents are handled according to policies and procedures.
✔ Use automatic, repeatable process and business rules to drive a consistent approach to similar types of incidents.
✔ Facilitate social collaboration in context to provide transparency and speed contextual action.
✔ Provide an audit trail of all content, process events, and collaborations in the context of the incident.
Examples Include: Facility Management (e.g., airport security, stadium operations, etc.); Emergency Response (e.g., first responders, hazard response, etc.); HR Grievances (e.g., equal employment opportunity, workplace dispute management, etc.)

INVESTIGATIONS

When you have little structured process, but a well-defined business goal.
✔ React to a specific event or circumstance.
✔ Collect and process evidence to come to an informed decision.
✔ Analyze less clear areas of rules and regulations.
✔ Build context based on many variables, with little structured process.
Examples: Accident investigation (e.g., insurance claims, medical malpractice, etc.); Legal investigation (e.g., financial, regulatory compliance, employment, etc.); New Product Development (e.g., financial, manufacturing, retail, campaign, etc.)

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