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Taming the Unpredictable

Real World Adaptive Case Management:
Case Studies and Practical Guidance

“The most valuable assets of a 20th-century company were its production equipment. The most valuable asset of a 21st-century institution, whether business or non-business, will be its knowledge workers and their productivity.” Peter F Drucker

The core element of Adaptive Case Management (ACM) is the support for real-time decision-making by knowledge workers. Taming the Unpredictable presents the logical starting point for understanding how to take advantage of ACM.

This book goes beyond talking about concepts, and delivers actionable advice for embarking on your own journey of ACM-driven transformation.

In award-winning case studies covering industries as a diverse as law enforcement, transportation, insurance, banking, legal services, and healthcare, you will find instructive examples for how to transform your own organization.

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About the Author:
Palmer is a principal and chief analyst at Delphi Group. A frequent lecturer and commentator on the X-economy and the business of technology, he regularly counsels many of the industry's leading software vendors and online service providers worldwide.
Review:
This important book follows the ground-breaking publication, Mastering the Unpredictable and provides clear and concise papers by thought-leaders in this field, together with practical examples, ACM case studies and product demonstrations.

Where Mastering the Unpredictable focused foremost on connecting the dots on why empowering knowledge workers is so critical today, Taming the Unpredictable presents a series of award-winning case studies and treatises on how this should be done. Although many of the same authors are represented in both texts, what has transpired in less than two years has been the global coalescence of ideas and activities that has positioned ACM as arguably the most critical bridge across the Business/IT divide.

This year alone, following the remarkable success of Mastering the Unpredictable, dozens of market-forming events have transpired, from the Global Awards for Excellence in Adaptive Case Management to countless webinars, new product launches, an ACM online conference, and seemingly endless stream of conversations on ACM across social media.

Few issues have generated such passionate debate or presented such compelling promise, as ACM.

--Nathaniel Palmer, WfMC

My advice to you is simple; rethink what is possible with the ability that ACM provides to live and work in real time. Consider the immense benefits of being able to connect all of the elements of your work and your resources in a way that represents the reality of how you experience the world rather than a representation of how your desktop today presents the world to you, in myriad disconnected pieces; broken chains of conversations, information and process. Imagine instead a connected world where work and all of its parts flow without friction and with complete continuity and reliability. -- Tom Koulopoulos --Thomas Koulopoulos, Chairman Delphi Group

Over the past several years, Business Process Management Suites (BPMS) have matured into powerful platforms for process automation and performance optimization, many configurable by business-friendly process modeling tools. The benefits of BPMS over a wide range of processes improvements in cycle time, throughput, resource utilization, standardization and compliance, business integration, and end-to-end performance visibility are well established. However, an important class of business processes has been unable to enjoy them because of the limitations of conventional BPM Suites: case management. This book helps you understand the differences between case management and conventional BPM and shows you what to look for in a BPM solution to truly support case management. --Bruce Silver, Bruce Silver Associates, USA

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