Empowering Knowledge Workers (BPM and Workflow Handbook Series)

Empowering Knowledge Workers

New Ways to Leverage Case Management

Adaptive Case Management allows productivity improvements to be measured in both financial and non-financial terms, including reduced re-work, improved customer, and employee satisfaction. In part, by bringing areas of work previously under the radar when performed in purely ad hoc environments into greater visibility, Adaptive Case Management offers the ability to prioritize activities across multiple cases, balancing workloads, as well as monitoring quality, timeliness and speed. 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. There is a broad and collaborative synthesis of case data that is at the heart of what makes Adaptive Case Management adaptive and is also the basic driver for why it needs to be so. 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. Co-authors of this ground-breaking book include industry experts Keith Swenson, Nathaniel Palmer, Steinar Carlsen, Keith Harrison-Broninski et al * Automated Guidance for Case Management: Science or Fiction? * Bottom-up Process Discovery using Knowledge Engineering Techniques * Identity Management via ACM * Innovative Organizations Act Like Systems, Not Machines * Justifying ACM: Why We Need a Paradigm Shift in BPM * Knowledge Work and Case Management * Mastering Knowledge Flow: Aligning Social Network, Knowledge Use and Process Design * Where is ACM Today? Realities and Opportunities Real-World Award-Winning Case Studies * Axle Group Holdings Ltd * CargoNet AS * Department of Transport South Africa * Directorate for the Construction of Facilities for Euro 2012 * FleetOne * Info Edge India Ltd * Norwegian Courts Administration * Texas Office of the Attorney General Crime Victim Services Division * U.S. Department of Housing and Urban Development * UBS Bank Includes multiple diagrams, glossary of terms, index and more.