Keith D. Swenson

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 ContentsForeword ACM 2.0: Decoding the Business Genome; The power of Data-Driven Adaptive Process Management, Contextual Intelligence, Case-Based Reasoning, and Machine LearningSurendra ReddyThriving on Adaptability, Introduction and Overview Layna Fischer, Future Strategies Inc.Part 1: About Case Management My Sandbox, Your SandboxKeith D Swenson Understanding and Evaluating Case Management Software Nathaniel G Palmer and Lloyd DuganOntology-based ACM - The Need for Truly Adaptive Systems J rgen 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 SAMARINPart 2: Real-World Award-Winning Case StudiesCognocare, 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

Empowering Knowledge WorkersNew Ways to Leverage Case ManagementAdaptive 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 OpportunitiesReal-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 BankIncludes multiple diagrams, glossary of terms, index and more.

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 & 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.