Taming the Unpredictable
 Real World Adaptive Case Management: Case Studies and Practical Guidance “The most valuable assets of a 20th-century company were its production equipment. The most valuable asset of a 21st-century institution, whether business or non-business, will be its knowledge workers and their productivity.” Peter F Drucker The core element of Adaptive Case Management (ACM) is the support for real-time decision-making by knowledge workers. Taming the Unpredictable presents the logical starting point for understanding how to take advantage of ACM. This book goes beyond talking about concepts, and delivers actionable advice for embarking on your own journey of ACM-driven transformation. In award-winning case studies covering industries as a diverse as law enforcement, transportation, insurance, banking, legal services, and healthcare, you will find instructive examples for how to transform your own organization.

Taming the Unpredictable: Real World Adaptive Case Management: Case Studies and Practical Guidance

Business & Money

Silver, Bruce

Palmer, Nathaniel

Swenson, Keith D.

Management & Leadership

Future Strategies, Incorporated

Authored by members of WfMC, OMG and other key participants in the development of BPMN 2.0, the BPMN 2.0 Handbook Second Edition assembles industry thought-leaders and international experts. Following the ground-breaking body of work in the BPMN 2.0 Handbook First Edition, this book is greatly expanded with substantial new content and chapters updated to the latest advances in this important standard.The authors examine a variety of aspects that start with an introduction of what’s new and updated in BPMN 2.0, and look closely at interchange, best practices, analytics, conformance, optimization, choreography and more from a technical perspective. The authors also address the business imperative for widespread adoption of the standard by examining best practice guidelines, BPMN business strategy and the human interface including real-life case studies. Other critical chapters tackle the practical aspects of making a BPMN model executable and the basic timeline analysis of a BPMN model.This book is for business people who want to understand the how and why of BPMN 2.0 in simple non-jargon terms and the strategy and motivation for its adoption within the corporation. It is also for the technical practitioner seeking current insights into the BPMN 2.0 standard and how to take advantage of its powerful capabilities. Guide to BPMN 2.0 Technical Aspects•Admission Process Optimization with BPMN and OSCO•Analytics for Performance Optimization of BPMN2.0 Business Processes•Bespoke Enterprise Architecture: Tailoring BPMN 2.0 using Conformance Classes•BPMN 2.0 Interchange•BPMN Extension for Social BPM•Collaborative Activities Inside Pools•Making a BPMN 2.0 Model Executable•New Capabilities for Interaction Modeling in BPMN 2•New Capabilities for Process Modeling in BPMN 2•Refactoring BPMN Models•Simulation for Business Process ManagementGuide to the Business Imperative for BPMN•Best Practice Guidelines for BPMN 2.0•BPMN and Business Strategy: One Size Does Not Fit All•BPMN Used by Business Professionals: An In-depth Reflection on BPM with BPMN by the Swiss FOITT•Business Process Integration in a Defense Product-focused Company•Human-Readable BPMN Diagrams•Making BPMN 2.0 Fit for Full Business Use•Multi-faceted Business Process ModelingAppendix includes BPMN Supporters list, XPDL 2.2 Guide, BPMN Glossary, index and more

BPMN 2.0 Handbook Second Edition: Methods, Concepts, Case Studies and Standards in Business Process Modeling Notation (BPMN)

Brambilla, Marco

SHAPIRO, Robert

Bock, Conrad

Zur Muehlen, Michael

Gagné et al, Denis

White,Stephen A.

Intelligent BPM Systems: Impact and Opportunity iBPMS "The need for Intelligent Business Operations (IBO) supported by intelligent processes is driving the need for a new convergence of process technologies lead by the iBPMS. The iBPMS changes the way processes help organizations keep up with business change," notes Gartner Emeritus Jim Sinur in his Foreword. Co-authors include industry experts Keith Swenson, Nathaniel Palmer, Robert Shapiro, Setrag Khoshafian, Charles Webster, James Taylor, Pieter van Schalkwyk, Steinar Carlsen et al Contents * Thriving on Adaptability: How Smart Companies Win in a Data-Driven World. * Avoiding Fragility in Innovative Learning Organizations * Adaptive Case Management for Railway Freight Operations * Creating an Integrated Platform for Enterprise-wide Process Intelligence * Process of Everything * The iBPM Ecosystem: More Human than System * Marketing Intelligent BPM to Healthcare Intelligently * How to Make Mobile BPM Robust and Intelligent * Decision Support For Intelligent BPM * Emerging Standards in Decision Modeling—an Introduction to Decision Model &amp; Notation * A Reliable Methodology for BPM Project Implementation * Composing Services in the Future Internet: Choreography-Based Approach * Making SOA work—a Practice-Oriented Overview * Smart Tools and Visual Analytics An intelligent BPM suite provides the functionality needed to support more intelligent business operations, including real-time analytics, extensive complex event processing (CEP) and business activity monitoring (BAM) technologies and enhanced mobile, social and collaborative capabilities. The co-authors of this important book describe various aspects and approaches with regard to impact and opportunity. By reading this book, you'll learn how successful organizations keep up with business change. You'll be able to create and run an adaptive, intelligent enterprise, easily able to navigate changes.

iBPMS - Intelligent BPM Systems: Impact and Opportunity (BPM and Workflow Handbook Series)

Taylor, James

Khoshafian, Setrag

Webster, Charles

van Schalkwyk, Pieter

Carlsen, Steinar

Alan N. Fish

al., et.

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.

Empowering Knowledge Workers: New Ways to Leverage Case Management (Bpm and Workflow Handbook)

Passports to Success in BPM  Real World, Theory and Applications Is your BPM project set up for success or failure?  Knowing what your BPM success will look like before you even begin your journey will help you achieve it. So will knowing what are the most common causes of failure. We learn more from failure than success, but it’s easier, cheaper and quicker to learn from others’ mistakes rather than go through the pain personally.  BPM projects fail more often as a result of missed expectations than inadequate technology. In this book you will learn how to create and present a credible business case and plan for success, see particularly the chapter  BPM Success Manifesto   The value of BPM is realized through planning and measurement, and the business case needs to be developed with transparent success criteria and real-world metrics.  Contents and Chapter Abstracts Foreword by Keith Swenson ”The Top 5 Reasons Why a BPM Project Fails” by Peter Schooff ”The BPM Success Manifesto” by Nathaniel Palmer ”How Strategic are Your BPM Initiatives? Four Questions to Ask Yourself” by Charles Farina ”BPM empowers the Digital Enterprise” by Pedro Robledo ”Exploiting Business Architecture for Process Excellence” by Lloyd Dugan ”Using Analytics to Identify Process Opportunities” by Frank F. Kowalkowski "Learning from the Leaders" by Prof. Mark von Rosing, Maria Hove, Henrik von Scheel Success in BPM: Award-winning Case Studies In addition to the highly insightful and instructional white papers contributed by industry thought leaders, this book provides compelling award-wining case studies written by those who have been through the full BPM experience.  BPM is essential to a company's survival in today's hyper-speed business environment. BPM done right empowers an enterprise to compete at the highest level in any marketplace. BPM done right delivers continuous business transformation.  So it is absolutely essential to understand how to avoid doing BPM wrong: in fact, your business depends on it. Bank Dhofar HCL IBS, United Kingdom HML, UK Liberty University, USA Prince Sultan Military Medical City, Saudi Arabia PSCU, United States Right of Way, Department of Transport of Abu Dhabi, UAE Refinery of the Pacific, Ecuador Swiss Federal Railways SBB U.S. Department of Veterans Affairs, USA Vitens, the Netherlands These case studies describe successful ROIs and competitive advantages gained through BPM and the writers also generously share solid advice on how to avoid the pitfalls they personally encountered– and overcame. These examples present great learning opportunities for you (and a lot more inside the book):

Passports to Success in BPM: Real-World, Theory and Applications

Kowalkowski, Frank F

Schooff, Peter

Dugan, LLoyd

Farina, Charles

Robledo, Pedro

von Rosing, Prof Mark

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 Dugan 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 Justice is Served through Production Case Management  John T. Matthias Using Process Mining to Improve Adaptive Case Management Processes  Dr. William A. Brantley Analyzing Communication Capabilities of CM/ACM Systems, with the help of Language/Action perspective  lia Bider Enterprise 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, USA State of Maine, USA  The Antwerp Port Authority, Belgium  TIAA-CREF, USA  WESTMED Practice Partners, USA

Thriving on Adaptability: Best Practices for Knowledge Workers

Samarin, Alexander

Kress, Jurgen

Matthias, John T

Bider, Ilia

Brantley, Dr William A

Utschig-Utschig, Clemens

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.

Best Practices for Knowledge Workers: Innovation in Adaptive Case Management

Chow, Linus

Sinur, Jim

Khoshafian, Dr Setrag

BPM is essential to a company's survival in today's hyper-speed business environment. A key benefit of the Intelligent Adaptability approach to supporting knowledge work and knowledge workers is that it allows users the ability to leverage a very robust set of process- and decision-automation while using a user-centric interface (through the BPMS tier). The authors explore how Intelligent Automation can be realized to deliver on the promise of Intelligent Adaptability, expanding the capabilities of ACM beyond what had previously been thought to be the limitations of automation. "Machine intelligence and automation are fast encroaching on business activities that many still consider the domain of human intelligence as new technologies are applied to non-routine cognitive tasks. The key technologies rules, analytics, machine learning and event processing, underpinned by big data are being integrated with ACM and BPM systems to replace workers in some tasks, and augment human capabilities in others" Sandy Kemsley, Foreword.

Intelligent Adaptability: Business Process Management, Adaptive Case Management

Business Process Management and Workflow are, by their very nature, social activities. The collaboration and communication patterns that are now increasingly referred to as “social computing” were also fundamental to the BPM and workflow models of the early 1990s. 
 Yet it has been the recent explosion of social computing and accompanying success of social production, from Linux to Wikipedia, and Facebook to Twitter, which have had the most dramatic impact on collaboration in business environments. 
 Today we see the transformation of both the look and feel of BPM technologies along the lines of social media, as well as the increasing adoption of social tools and techniques democratizing process development and design. It is along these two trend lines; the evolution of system interfaces and the increased engagement of stakeholders in process improvement, that Social BPM has taken shape. 
 Table of Contents The Quantum Organization: How Social Technology will Displace the Newto-nian view The Role of Trust and Reputation in Social BPM Change Management Processes How to Link BPM Governance and Social Collaboration through an Adaptive Paradigm Leveraging Social BPM for Enterprise Transformation BPM, Social Technology, Collaboration and the Workplace of the Future A Model-Driven Approach to Social BPM Applications How Social Technologies Enhance the BPM Experience for all Partici-pants Voice of the Network Through Social BPM Evidence-Based Service; Listening to Customers to Improve Customer-Service Processes Taking Channel and Distribution Management Social and Contextual Social Technology Makes the World a Better Place: Pro Bono BPM Dynamic Clinical Pathways Adaptive Case Management for Medical Profes-sionals A Case Study of BPM in a Kaizen Environment Next Generation Social Media: Alignment of Business Processes &amp; Social In-telligence Next Generation BPM Suites: Social and Collaborative Directories and Appendices include Glossary of Social BPM Terms

Social BPM: Work, Planning and Collaboration Under the Impact of Social Technology (Bpm and Workflow Handbook Series)

Das, Manoj

Kemsley, Sandy

Harrison-Broninski, Keith

Pucher, Max

CreateSpace Independent Publishing Platform

Authored by members of WfMC, OMG and other key participants in the development of BPMN 2.0, the BPMN 2.0 Handbook Second Edition assembles industry thought-leaders and international experts. Following the ground-breaking body of work in the BPMN 2.0 Handbook First Edition this book is greatly expanded with substantial new content and chapters updated to the latest advances in this important standard. The authors examine a variety of aspects that start with an introduction of what's new and updated in BPMN 2.0, and look closely at interchange, best practices, analytics, conformance, optimization, choreography and more from a technical perspective. The authors also address the business imperative for widespread adoption of the standard by examining best practice guidelines, BPMN business strategy and the human interface including real-life case studies. Other critical chapters tackle the practical aspects of making a BPMN model executable and the basic timeline analysis of a BPMN model. This book is for business people who want to understand the how and why of BPMN 2.0 in simple non-jargon terms and the strategy and motivation for its adoption within the corporation. It is also for the technical practitioner seeking current insights into the BPMN 2.0 standard and how to take advantage of its powerful capabilities. Guide to BPMN 2.0 Technical Aspects • Admission Process Optimization with BPMN and OSCO • Analytics for Performance Optimization of BPMN2.0 Business Processes • Bespoke Enterprise Architecture: Tailoring BPMN 2.0 using Conformance Classes • BPMN 2.0 Interchange • BPMN Extension for Social BPM • Collaborative Activities Inside Pools • Making a BPMN 2.0 Model Executable • New Capabilities for Interaction Modeling in BPMN 2 • New Capabilities for Process Modeling in BPMN 2 • Refactoring BPMN Models • Simulation for Business Process Management Guide to the Business Imperative for BPMN • Best Practice Guidelines for BPMN 2.0 • BPMN and Business Strategy: One Size Does Not Fit All • BPMN Used by Business Professionals: An In-depth Reflection on BPM with BPMN by the Swiss FOITT • Business Process Integration in a Defense Product-focused Company • Human-Readable BPMN Diagrams • Making BPMN 2.0 Fit for Full Business Use • Multi-faceted Business Process Modeling Appendix includes BPMN Supporters list, XPDL 2.2 Guide, BPMN Glossary, index and more.

Bpmn 2.0 Handbook: Methods, Concepts, Case Studies and Standards in Business Process Modeling Notation (Bpmn)

Allweyer, Thomad

Gagne, Denis

Createspace Independent Pub

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