Home > BPM, Case Management > Tweetjam on Adaptive Case Management last week

Tweetjam on Adaptive Case Management last week

I hope those of you in the Twitterverse who are interested in knowledge work and adaptive case management had a chance to participate in the tweetjam on ACM with the authors of “Mastering the Unpredictable”  If you did, outstanding!  If not, you should be able to find a couple of related blog posts about the content, and you can always search Twitter for the hashtag #acmjam (here).

All in all, I think it was a successful step in education around the benefits of ACM, however, I agree with Jacob Ukelson that it was a touch more “tech” than “business” at times (you can read his thoughts here).  Still, the response overall was quite positive and I for one was excited by the passion and enthusiasm most of the participants showed.

Some of my favorite tweets were:

ronaldrotteveel: @maxjpucher I think it’s mainly out of fear. ACM requires you to give your workforce more or even total empowerment. #acmjam
piewords: The fluidity in the working of a case must be captured & categorized to be leveraged as a resource for future cases. #acmjam
piewords: If you approach solving ACM from a #BPM angle, you will fail. Start in the middle with person working the Case, then move outward. #acmjam
passion4process: Companies will likely have a continuum of processes that span structured and unstructured #acmjam
mishodikov: You can model anything. Is the model accurate is a different story…RT @ActionBase: @appian If you can model it, it isn’t an ad-hoc #acmjam
frankkraft: In ACM the knowledge workers themselves standardize, if they agree upon. #acmjam
cmooreforrester: the chaos is often the highest value work we do; but try to standardize as u learn over time RT @tomshepherd: So embrace the chaos? #acmjam

I draw a couple of conclusions from these.  First, and this is pretty critical, is that there is an acknowledgment  that knowledge work, and in fact many of the core business problems companies face, is generally non-repeatable and unpredictable (good thing since the book was title “Mastering the Unpredictable”).

Second is that Adaptive Case Management needs to enable the end-user to adapt, to deal with work as it happens, and to generally exercise their judgement and apply their expertise.  This isn’t shocking to me, I hear it all the time from customers.  The point is that there is a groundswell of interest in the topic of ACM, not because of the vast benefits of the widget of the day, but because there exists a set of problems that either aren’t predictable enough to use existing solutions for, or are too complex and therefore impractical to try and “model” with any success.

I’ll wrap it up with another good tweet from Clay Richardson of Forrester:
passion4process: My take: ACM is credible and extends capabilities of BPM approach, but clear methodology needs to be defined to make it work #acmjam

Totally agree, and that’s the focus of my presentation on “Adapting to Case Management”, found here.
Categories: BPM, Case Management
  1. March 24th, 2011 at 13:53 | #1


    A friend suggested that your views on Adaptive Case Maagement would be well worth a read and he was absolutely correct. Even more to my surprise was to find out that you work for Global 360, which is an organization we are trying to build a partnership with through our UK office!!!

    I don’t want to undermine the partnership activities that are taking place (Debbie Moore, Brett Kovatch, Bhavesh Vaghela). We had pretty much narrowed it down to Singularity, Global 360 and Pega before the partnership opportunity opened up anyway.

    Having said all that, while the partnership moves along at typical glacial pace (LOL) I was wondering if you could point me in a direction to get a better understanding of your tool set capability and deployment philosopy. We will be staying pretty focused on the high end in the US. Our current project will be about as small as we will address and it is a State Licensing system for professionals (Doctors, Plumbers, Accountants, Nurses, etc) with 600 workers processing about 180,000 new applications per year, 1.5 million renewals, 2.0 million complaints and violations etc.

    We build version one of the solution on top of Windows Workflow/.Net but we really need a good technology partner. By the way, we employ disabled Vets and put them to work primarily in outsourced Government business process opportunities.

    So .. apologies. I started off reading the content and went in a different direction when I noticed who you work for LOL!!!

    Any advice you can offer or reading material would be much appreciated and we can let the partnership continue moving on at its own pace.

    All the best,

    Chris Mauldin
    COO Bright Star

  1. August 4th, 2010 at 20:16 | #1
  2. August 8th, 2010 at 23:14 | #2
  3. August 10th, 2010 at 01:34 | #3