A Case Management Program is the entire set of surveys, rules, workflows, email lists, and alerts that form a discrete approach to case management. All cases within a given program share the following:
1. The case form, including, for example, the same root cause list;
2. Reporting requirements, including goals and metrics such as time to respond.
A program is typically designed with a specific business goal in mind. For example, you might choose to define one program for human resources (internal) case management and another for customer (external) case management.