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Case Management and the Integration of Labor

The case manager role represents a break with the conventional approach 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 organization. Case managers provide a way to increase organizational efficiency, timeliness, and customer satisfaction. The authors discuss some of the issues arising from case management and the lessons we can learn from the experiences of some pioneering firms.

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