Adaptive Case Management is ultimately about allowing knowledge workers to work the way that they want to work and to provide them with the tools and information they need to do so effectively.
Surendra Reddy points out in his Foreword:
“Imagine a fully integrated ACM system layered into the value stream of an enterprise. The customer support team is able to focus on customer needs, with easy access to the entire company’s repertoire of knowledge, similar cases, information, and expertise, as if it were a service. To truly accommodate customers, companies must vest real power and authority in the people and systems that interact directly with customers, at the edge of the organization and beyond.
ACM empowers the knowledge worker to collaborate, derive new insights, and fine tune the way of doing business by placing customers right in the center where they belong, to drive innovation and organizational efficiencies across the global enterprise.
“It’s a whole different thing; a new way of doing business that enables organizations to literally become one living-breathing entity via collaboration and adaptive data-driven biological-like operating systems.
“ACM, in my opinion, is the future blueprint for the way of doing business.”
Thriving on Adaptability describes the work of managers, decision makers, executives, doctors, lawyers, campaign managers, emergency responders, strategists and many others who have to think for a living. These are people who figure out what needs to be done at the same time that they do it.
In award-winning case studies covering industries as a diverse as law enforcement, transportation, insurance, banking, state services, and healthcare, you have instructive examples to optimize your own organization.
This important book follows the ground-breaking best-sellers in this series;Empowering Knowledge Workers, Taming the Unpredictable, How Knowledge Workers Get Things Done, and Mastering the Unpredictable
Thriving on Adaptability: Table of Contents
Foreword ACM 2.0: Decoding the Business Genome; The power of Data-Driven Adaptive Process Management, Contextual Intelligence, Case-Based Reasoning, and Machine Learning
Surendra Reddy
Thriving on Adaptability, Introduction and Overview
Layna Fischer, Future Strategies Inc.
Part 1: About Case Management
My Sandbox, Your Sandbox
Keith D Swenson Understanding and Evaluating Case Management Software
Nathaniel G Palmer and Lloyd DuganOntology-based ACM - The Need for Truly Adaptive Systems
Jürgen Kress, Clemens Utschig-Utschig, Hajo Normann, Torsten WinterbergCombining Compliance with Flexibility; Real life experiences from Norwegian Public Sector
Helle Frisak Sem, Steinar Carlsen, Gunnar John CollJustice is Served through Production Case Management
John T. MatthiasUsing Process Mining to Improve Adaptive Case Management Processes
Dr. William A. BrantleyAnalyzing Communication Capabilities of CM/ACM Systems, with the help of Language/Action perspective
lia BiderEnterprise as a System of Processes
Alexander SAMARIN
Part 2: Real-World Award-Winning Case Studies
Cognocare, an ACM-based System for Oncology Crawford & Company, United States Infosys McCamish Systems, USA JuriShare - Contract Generation System The National Police Immigration Service, Norway The Office of Secretary to Govt of Federation of Nigeria Pershing LLC, a BNY Mellon Company, USA State of Hawaii, Department of Human Services, USAState of Maine, USA The Antwerp Port Authority, Belgium TIAA-CREF, USA WESTMED Practice Partners, USA
Thriving on Adaptability: Best Practices for Knowledge Workers
Table of Contents
Foreword
ACM 2.0: Decoding the Business Genome; The power of Data-Driven Adaptive Process Management, Contextual Intelligence, Case-Based Reasoning, and Machine Learning
Surendra Reddy, Quantiply Corporation
Thriving on Adaptability, Introduction and Overview
Layna Fischer, Future Strategies Inc.
Part 1: About Case Management
My Sandbox, Your Sandbox
Keith D Swenson, Fujitsu America
Understanding and Evaluating Case Management Software
Nathaniel G Palmer, WfMC and Business Process Management, Inc. and Lloyd Dugan, Business Process Management, Inc.
Ontology-based ACM - The Need for Truly Adaptive Systems
Jürgen Kress, Clemens Utschig-Utschig, Hajo Normann, Torsten Winterberg
Combining Compliance with Flexibility; Real life experiences from Norwegian Public Sector
Helle Frisak Sem, Steinar Carlsen, Gunnar John Coll, Computas AS, Norway
Justice is Served through Production Case Management
John T. Matthias, National Center for State Courts, United States
Using Process Mining to Improve Adaptive Case Management Processes
Dr. William A. Brantley, University of Maryland United States of America
Analyzing Communication Capabilities of CM/ACM Systems, With the help of Language/Action perspective
Ilia Bider, Stockholm University/IbisSoft, Sweden
Enterprise as a System of Processes
Alexander SAMARIN, SAMARIN.BIZ
Part 2: Real-World Award-Winning Case Studies
Cognocare, an ACM-based System for Oncology
Nominated by IActive US Corp, US
Crawford & Company, United States
Nominated by Appian Corporation, United States
Infosys McCamish Systems, USA
Nominated by PegaSystems, USA
JuriShare - Contract Generation System
Nominated by Camargo Correa Engineering and Construction, Brazil
The National Police Immigration Service, Norway
Nominated by Computas AS, Norway
The Office of Secretary to the Government of Federation of Nigeria
Nominated by Newgen Software Technologies Limited, India
Pershing LLC, a BNY Mellon Company, USA
Nominated by Pershing LLC, a BNY Mellon company, USA
State of Hawaii, Department of Human Services, U.S.
Nominated by Imagine Solutions, U.S.
State of Maine, USA
Nominated by Pegasystems, USA
The Antwerp Port Authority, Belgium
Award: Judges Choice, Best Entry
TIAA-CREF, USA
Nominated by IBM, USA
WESTMED Practice Partners, USA
Nominated by Hyland, creator of OnBase, USA
