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

With this approach, knowledge workers and management establish specific goals or objectives within the organization so that the outcome is mutually understood, but the specific course of actions and decision making is left to the knowledge worker.

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

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.

scripting the work process in advance offers little benefit for increasing knowledge-worker productivity, much less the ability to adapt to changes in the business environment.

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

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

performed—one size does not fit all. The former statement spotlights the traditional gap between business and IT understanding, and the latter is the way all IT projects should be approached.

The increased use of collaboration and social media to support