Mastering the Unpredictable: How Adaptive Case Management Will Revolutionize the Way That Knowledge Workers Get Things Done

Take a “design-for-people” approach. Identify which processes and people should use a case management approach. Inventory key workplaces required for types of knowledge workers and options for construction. Let usability and design skills drive process design and look broadly at how information is used to support knowledge workers. Incorporate Web

The increased use of collaboration and social media to support

“Knowledge is different from all other resources. It makes itself constantly obsolete, so that today’s advanced knowledge is tomorrow’s ignorance.

business processes with a high percentage of unstructured or ad hoc work.

content and process married in a tighter relationship than ever before.

Supporting the dynamic nature of both constantly shifting business environments and the self-directed, nonrepeatable nature of knowledge-worker processes requires the ability to assemble structured and unstructured processes from basic predefined business entities, content, social interactions, and business rules. It requires capturing actionable i

supporting the knowledge worker requires a different set of tools than those that have largely defined the common IT environments and office automation investments over the last few decades.

This is the orientation that frames our definition of ACM used throughout this book: Systems that are able to support decision making and data capture while providing the freedom for knowledge workers to apply their own understanding and subject matter expertise to respond to unique or changing circumstances within the business environment. In many

At Forrester, we define dynamic (or adaptive) case management as a highly structured but collaborative, dynamic, and information-intensive process driven by outside events requiring incremental and progressive responses from the business domain handling the case.