Taming the Unpredictable (Print)

Taming the Unpredictable   Click Here for Digital Edition of this book   Highly predictable work is easy to support using traditional programming techniques, while unpredictable work cannot be accurately scripted in advance, and so requires the involvement of the workers themselves. Aiding knowledge workers, enabling real productivity gains, would logically come from both automating repetitive work where possible, while facilitating the less predictable, more dynamic work modes requiring the flexibility to be defined according the circumstances and context of a given moment in time. Adaptive Case Management (ACM) assists the knowledge worker to apply know-how and make decisions. One core adaptable quality of ACM is support for goal-seeking and goal-driven processes, where goals can be modified “in flight” by the knowledge worker. Similarly, knowledge captured during the performance of the case can support the identification and creation of new processes or case rules, without requiring