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 DuganOntology-based ACM - The Need for Truly Adaptive Systems
Jürgen Kress, Clemens Utschig-Utschig, Hajo Normann, Torsten WinterbergCombining Compliance with Flexibility; Real life experiences from Norwegian Public Sector
Helle Frisak Sem, Steinar Carlsen, Gunnar John CollJustice is Served through Production Case Management
John T. MatthiasUsing Process Mining to Improve Adaptive Case Management Processes
Dr. William A. BrantleyAnalyzing Communication Capabilities of CM/ACM Systems, with the help of Language/Action perspective
lia BiderEnterprise 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, USAState of Maine, USA The Antwerp Port Authority, Belgium TIAA-CREF, USA WESTMED Practice Partners, USA
Palmer is a principal and chief analyst at Delphi Group. A frequent lecturer and commentator on the X-economy and the business of technology, he regularly counsels many of the industry's leading software vendors and online service providers worldwide.
