Under the title “Mastering the Unpredictable” a recently published book deals with the aspects of how IT can support knowledge work, or unstructured processes, in typical modern workplace settings. For this purpose the book describes how case management is to be seen apart from conventional notions of business process management.
Max J. Pucher, Chief Architect of ISIS Papyrus, has contributed to this landmark publication with a chapter called “The Elements of Adaptive Case Management”. At the center of his considerations lies the fact that many current implementations of process and case management solutions are at odds with modern management concepts. While that applies to all workers, it is especially relevant for highly skilled knowledge workers. Motivation is achieved by empowering people to be valuable team members rather than through command-and-control-oriented process implementations. Adaptive case management sits at the center of gravity for process, content, and customer relationship management and therefore plays a key role for effective execution toward business goals.
While ACM is about bringing the benefits of adaptability to existing knowledge workers, Mr Pucher proposes to expand that into “Adaptive Process” that combined with an empowerment management paradigm turns more production workers into knowledge workers rather than just automating the production workers’ work. Adaptive process technology exposes structured (business data) and unstructured (content) information to the members of structured (business) and unstructured (social) organizations to securely execute—and continuously adapt with knowledge interactively gathered during execution—structured (process) and unstructured (case) work in a transparent and auditable manner.
More about this interesting topic can be heard at the 2010 ISIS Papyrus Open House and User Conference in Vienna, Southlake, TX, and Kingsclere, UK, where Max J. Pucher will talk about “Adaptive Process and Empowerment” in his keynote address.