CASE-MANAGEMENT AND THE INTEGRATION OF LABOR

THE CASE MANAGER ROLE REPRESENTS A BREAK WITH THE CONVENTIONAL APPROAC H TO THE DIVISION OF WORK. INDIVIDUALS OR SMALL TEAMS PERFORM A series of tasks, such as the fulfillment of an order, from beginning to end, often with the help of information systems that reach through the org anization. Case managers provide a way to increase organizational effi ciency, timeliness, and customer satisfaction. The authors discuss som e of the issues arising from case management and the lessons we can le arn from the experiences of some pioneering firms.