Best Practices for Knowledge Workers describes Adaptive Case Management in the current era of digitization, Internet of Things (IoT), artificial intelligence (AI), intelligent BPMS and BPM Everywhere. You will learn how support of adaptive, data-driven processes empowers knowledge workers to know in real-time what is happening at the edge points, and to take actions through the combination of rule-driven guidance and their own know-how. It is not a traditionally-automated system but intelligent automation, where technology doesn’t merely replace human decision-making but extends the reach of the knowledge worker; making IoT data actionable.
As Sandy Kemsley points out in her foreword:
As adaptive case management (ACM) systems mature, we are moving beyond simple systems that allow knowledge workers to define ad hoc processes, to creating more intelligent systems that support and guide them. Knowledge workers still need to dynamically add information, define activities and collaborate with others in order to get their work done, but those are now just the table stakes in a world of big data and intelligent agents. To drive innovation and maintain operational efficiencies, we need to augment case work – typically seen as relying primarily on human intelligence – with machine intelligence. In other words, we need intelligent ACM.
Highly predictable work is easy to support using traditional programming techniques, while unpredictable work cannot be accurately scripted in advance, and thus requires the involvement of the knowledge workers themselves. The core element of Adaptive Case Management (ACM) is the support for real-time decision-making by knowledge workers.
In award-winning case studies covering industries as a diverse as law enforcement, transportation, insurance, banking, state services, and healthcare, you will find instructive examples for how to transform your own organization.
NATHANIEL PALMER
Rated as the #1 Most Influential Thought Leader in Business Process Management (BPM) by independent research, Nathaniel is recognized as one of the early originators of BPM, and has the led the design for some of the industry s largest-scale and most complex projects involving investments of $200 Million or more. Today he is the Editor-in-Chief of BPM.com, as well as the Executive Director of the Workflow Management Coalition.
Previously he had been the BPM Practice Director of SRA International, and prior to that Director, Business Consulting for Perot Systems Corp, as well as spent over a decade with Delphi Group serving as VP and CTO. He frequently tops the lists of the most recognized names in his field, and was the first individual named as Laureate in Workflow. Nathaniel has authored or co-authored a dozen books on process innovation and business transformation, including Thriving on Adaptability (2016) BPM Everywhere (2015) Intelligent BPM (2013), How Knowledge Workers Get Things Done (2012), Social BPM (2011), Mastering the Unpredictable (2008) which reached #2 on the Amazon.com Best Seller s List, Excellence in Practice (2007), Encyclopedia of Database Systems (2007) and The X-Economy (2001).
He has been featured in numerous media ranging from Fortune to The New York Times to National Public Radio. Nathaniel holds a DISCO Secret Clearance as well as a Position of Trust with in the U.S. federal government.
KEITH SWENSON
Keith Swenson is Vice President of Research and Development at Fujitsu North America and also the Chairman of the Workflow Management Coalition. As a speaker, author, and contributor to many workflow and BPM standards, he is known for having been a pioneer in collaboration software and web services. He has led agile software development teams at MS2, Netscape, Ashton Tate & Fujitsu. He won the 2004 Marvin L. Manheim Award for outstanding contributions in the field of workflow. Co-author on more than 10 books, his latest book, When Thinking Matters in the Workplace, explains how to avoid stifling creativity and enhance innovation through the appropriate use of process technology. His 2010 book Mastering the Unpredictable introduced and defined the field of adaptive case management and established him as a Top Influencer in the field of case management.
JIM SINUR
Jim Sinur is an independent thought leader in applying business process management (BPM) to innovative and intelligent business operations (IBO). His re-search and areas of personal experience focus on business process innovation, business modeling, business process management technology (iBPMS), process collaboration for knowledge workers, process intelligence/optimization, business policy/rule management (BRMS), and leveraging business applications in processes.
