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Adaptation: The Next Phase of Process Management

Published by: Stephanie Jones

Researched by: Ameir Abouelela 

Any CEO can tell you if knowledge is power, knowledge workers are the source. They are the ones whose varied experiences and skilled approaches continually propel every aspect of your business into the next phase of industrial growth. As digital business practices become increasingly nuanced, however, effectively managing these skilled teams can become a bit confounding.

Current Business Process Management systems, or BPM, simply can’t keep up with the intense subtleties with which your knowledge workers, well, work. A possible solution? Adaptive Case Management.

Ingenious? Perhaps. Adaptive Case Management, or ACM, offers businesses the ability to monitor, update, understand and interpret all pieces of work (or cases) within an organization as they’re processed, improving both accuracy and security while providing a smarter, more integrated way to handle increasingly complex caseloads. In other words, ACM promotes flexibility tailored to your knowledge workers’ unique schedules and dynamic expertise.             

mindreau

 

Expert: Sebastiaan Mindreau  
Site: Loqutus 

 

In ACM, processes are modeled differently. Instead of modeling step-by-step what the end user needs to do, we’re designing case states, and we define the possible activities and tasks an end user could perform to advance the case. The choices the end user makes are based on experience and knowledge of the end user, rather than the knowledge of the process itself. This new paradigm involves many ad hoc activities and unpredictable end-to-end flow.   

Rather than monitoring (ahem, micromanaging) each team member’s individual responsibilities, ACM models case plans based on a team’s collective tasks. Each plan adapts to the varying ways in which end users conduct their work, as opposed to remaining dependent on how familiar they might be with a particular process.

Schedule Issues? Avoided. Productivity? Increased. Game? Changed.

But wait, there’s more.

Sophisticated high-level state abstraction within an Adaptive Case Management system allows companies to report on their knowledge workers’ cases, despite their unpredictable nature.

case management

Source: https://www.pega.com/sites/default/files/images/BlogImages/img_dcm-diagram.jpg

As the management paradigm shifts, naturally, the process reflects certain emerging trends. Mindreau discusses the impact some of these trends have on the direction of management practices. First and foremost, he believes the publication of the second version of CMMN—Case Management Model & Notation—by OMG will promote better interchangeability between providers. Though few providers currently support CMMN, their number is growing. Like ACM, CMMN revolves around the consumer, and Mindreau sees the joining of forces between Decision Management (DM) and Adaptive Case Management as imminent.

According to Mindreau, many organizations today fail to stay afloat because, though they have streamlined their business processes, they remain at the mercy of inherent limitations associated with, more or less, antiquated BPM systems. Common grievances include ad hoc exceptions and unpredictable workflow.

The bottom line: If your business is fritzing, Adaptive Case Management just might be your reboot. Adopting ACM can rewire your internal management, and give your knowledge workers back their power, allowing them to maneuver through their project load, free from the restrictive surges of BPM processes.

About Sebatiann Mindreau: 
Sebastiaan Mindreau is a Senior Consultant with a focus on technology-agnostic Enterprise Content Management and Adaptive Case Management. Within this rich enterprise domain, he provides business and functional analysis to customers, develops relationships with prospects and actively works towards finetuning his strategy.

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