The facilitation of knowledge work or what is increasingly known as "Case Management" represents the next imperative in office automation. The desire to fully support knowledge workers within the workplace is not new. What's new is that recent advances in Information Technology now make the management of unpredictable circumstances a practical reality. There's now a groundswell of interest in a more flexible, dynamic approach to supporting knowledge work. Here are examples of what recognized experts have have recently written on the topic: Advancing to support more knowledge work is the goal of many organizations, thus there is a new groundswell of activity around unstructured processes. - Jim Sinur, VP of Research, Gartner I think a sea change is coming in the process world. -Connie Moore, Research Vice President, Forrester The sea of change Moore refers to is about technology that is able to support knowledge workers. The work of a knowledge worker is by its nature unpredictable and can not be handled by more formalized process definition techniques. For executives and managers of knowledge workers, "Mastering the Unpredictable" will: 
<ul>
<li> Explain the need and why previous technological approaches don't meet the need </li> <li> Explain the current technology gap, and the new technology that can close the gap </li> <li> Lay out the options that can increase the efficiency and effectiveness of their organizations </li> <li> Equip them to best take advantage of this evolving trend</li>
</ul>

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

Business & Money

Swenson, Keith D.

Management & Leadership

Meghan Kiffer Pr

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

Silver, Bruce

Palmer, Nathaniel

Future Strategies, Incorporated

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

SHAPIRO, Robert

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)

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. The goal of Digital Transformation is to help empower enterprises to compete at the highest level in any marketplace. This book provides compelling award-winning case studies contributed by those who have been through the full BPM experience. The case studies describe the processes involved to generate successful ROIs and competitive advantages. Digital transformation describes the changes associated with the application of digital technology in all aspects of human society. These world-renowned authors and leading edge case studies will help you understand the meaning and impact of Digital Transformation and how you can leverage that transformation using BPM you already have. Learn how to extend that into core processes that run the business and thus engage more meaningfully with your customers. The authors discuss the impact of emerging technologies, the mandate for greater transparency and how the ongoing aftershocks of globalization have collectively impacted predictability within the business enterprise.

Digital Transformation with Business Process Management: BPM Transformation and Real-World Execution

Ward-Dutton, Neil

Moore, Connie

Finn, Kerry M

Winkler, Kay

Kowalkowski, Frank

Executives and managers already know that smart people need freedom to innovate and create. Automation of their work, done haphazardly, can put strait-jackets on your most creative people. You don't want to put in place technology that micro-manages your knowledge workers. "Robots don't innovate." "When Thinking Matters in the Workplace" is an in-depth review of how knowledge workers and innovators get their work done. It gives you the background of complex organizational behavior and matches that up with mature management approaches as well as business architecture. Then, it surveys the different kinds of technologies you might use to help innovators collaborate and get their work done. Naive approaches can lead down paths that actually make it harder for knowledge workers to get things done. Care must be taken to provide support that increases their productivity. This book provides some guidelines to help avoid the worst pitfalls and to take the best advantage of an adaptive approach for supporting knowledge workers. Written as an antidote to the office automation and business process management approaches, this book shows how a case management approach can be applied in almost any field where knowledge workers are needed. It breaks out the different factors that are important in case management. More importantly, it show the two kinds of case management, one for knowledgeable professionals and the other for true innovators. It explains how automation can have the effect of restricting what people do, which might be fine for a factory, but can be very costly if you are counting on flexibility to beat the competition.

When Thinking Matters in the Workplace: How Executives and Leaders of Knowledge Work Teams can Innovate with Case Management

Farris, Jim

Purple Hills Books

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

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