Thriving on Adaptability: Best Practices for Knowledge Workers

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