Adaptive Case Management – In Other Words

Recently there has been a TweetJam about Adaptive Case Management with the authors of the most authoritative book on the topic, “Mastering the Unpredictable”. This event is just another indication of the growing momentum and impact of adaptive processes on the notion how to manage knowledge work–that is, opportunistic and unpredictable activities emerging from daily practice–in modern workplaces with the help of innovative IT solutions.

For those who have missed this interesting discussion we have collected some of the highlights:

• frijswijk: One important observation i made last 2 weeks. The Business User doesn´t care about models, finds it way to complex. #acmjam
• maxjpucher: ACM needs adaptive models at runtime: DATA – CONTENT – RULES – GOALS – ACTORS #acmjam
• ronaldrotteveel: @maxjpucher I think it’s mainly out of fear. ACM requires you to give your workforce more or even total empowerment. #acmjam
• swensonkeith: @passion4process – need to understand the connection and the difference between ACM and BPM. Let’s make it clear if we can #acmjam
• maxjpucher: @nathanielpalmer ACM is a consolidation of ECM, CRM, BPM, BRM and some BI. #acmjam
• cmooreforrester: the established human-centric vendors that focus on structured work NEED to embrace ACM, because that is how work really gets done #acmjam
• JoshuaWaldman:  @piewords so it’s a people first approach to processes. I dig it. #acmjam
• cmooreforrester: my pet peeve about process is when work is carved into little bitty pieces and passed around like a factory automation line #acmjam #bpm
• maxjpucher: @swensonkeith Disagree, compliance in ACM does need the OPTION for control. If X is not Y then set status ‘Not compliant’ #acmjam
• maxjpucher: @passion4process No methodology needed. Just the right technology that supports adaptive models and adaptive execution. #acmjam

While these tweets are just a synopsis to give a short flavor of what ACM is about you may want to learn more about it by either reading the book mentioned earlier or visiting the blog of Max J. Pucher, Chief Architect of ISIS Papyrus, who frequently addresses ACM issues and has done so even before the term or acronym were coined. For more information on real-world solutions to ACM you may also visit the ISIS Papyrus homepage.

New Open Standard for Enterprise Content Management

The OASIS international consortium recently announced the approval of Content Management Interoperability Services (CMIS) version 1.0, a new open standard that enables information to be shared across Enterprise Content Management (ECM) repositories from different vendors. In collaboration with other major ECM solution providers worldwide, ISIS Papyrus, an OASIS Foundational Sponsor, contributed to CMIS becoming an official OASIS Standard, a status that signifies the highest level of ratification.

“The OASIS CMIS 1.0 ratification is an important first step to enable businesses to freely make important solution choices for ECM, BPM and CRM applications without being limited to the functionality of the underlying archive system vendor,” says Max J. Pucher, Chief Architect of ISIS Papyrus. “We hope that subsequent releases will reach beyond access to content and metadata, and we are positive that this emerging standard – which Papyrus Platform already supports – will be widely adopted and increase motivation for continuous expansion to full content interoperability in process-oriented environments.”

Using Web services and Web 2.0 interfaces, CMIS dramatically reduces the IT burden around multi-vendor, multi-repository content management environments. Companies no longer need to maintain custom code and one-off integrations in order to share information across their various ECM systems. CMIS also enables independent software vendors (ISVs) to create specialized applications that are capable of running over a variety of content management systems.

Adaptive Case Management at AG Insurance

ISIS Papyrus announced that AG Insurance, a subsidiary of ageas (formerly Fortis SA/NV) has selected the ISIS Papyrus Platform for adaptive case management (ACM) to enhance Insurance services (claims, underwriting and general services) and resolution in several business lines.

AG Insurance is implementing the Papyrus Business Communications and Process Platform, with rollout beginning in summer 2010, to support a company-wide project.

“The Papyrus approach to fully integrated customer communications aligns perfectly with our business and technology requirements,” said the program sponsor of AG Insurance. “We look forward to rolling out an advanced case management solution that will meet our operational goals and lead to both enhanced performance and increased customer satisfaction.”

Ideal for implementing an integrated solution for communications across different systems on several platforms, the Papyrus Platform will help AG Insurance drive the consolidation of current platforms to reduce complexity and cost and improve time-to-market.

“AG Insurance and its parent company ageas are known for being progressive and innovative organizations in the financial sector that have achieved success by maintaining a focus on creating the best experience for their customers,” said Annemarie Pucher, CEO of ISIS Papyrus Software. “The Papyrus Platform offers a win-win for AG Insurance, ensuring that the Insurance staff and system can respond, react and adapt efficiently to meet the diverse and changing needs of customers without sacrificing on quality, speed or compliance.”

As the implementation is completed in each business unit, AG Insurance will use the Papyrus Business Communications and Process Platform to optimize processes, tasks, communications and documents across a wide range of insurance activities.