The core element of Adaptive Case Management (ACM) is the support for real-time decision-making by knowledge workers.
How Knowledge Workers Get Things Done describes the work of managers, decision makers, executives, doctors, lawyers, campaign managers, emergency responders, strategist, and many others who have to think for a living. These are people who figure out what needs to be done, at the same time that they do it, and there is a new approach to support this presents the logical starting point for understanding how to take advantage of ACM.
Keith Swenson points out, "We are seeing a fundamental shift in our workforce, and in the ways they need to be managed. Not only are companies engaging their customers in new ways, but managers are engaging workers in similarly transformed ways."
In award-winning case studies covering industries as a diverse as law enforcement, transportation, insurance, banking, state services, and healthcare, you will find instructive examples for how to transform your own organization.
This important book follows the ground-breaking ACM publications, Taming the Unpredictable and Mastering the Unpredictable and provides important papers by thought-leaders in this field, together with practical examples, detailed ACM case studies and product reviews.
Most Helpful Customer Reviews
Have you ever call an contact centre and feel that the customer service officer is not able to help you at all? You are not alone. I often wonder how we can get the knowledge worker like the customer service officer to get things done. This book "How Knowledge Workers Get Things Done" will help. I learnt how Adaptive Case Management (ACM) offers comprehensive Business Process Management(BPM) functionality and methodology to provide more individualize customer service. There are several papers presented in the book that will throw some light on how IT systems, BPM and ACM can be integrated together to help the knowledge workers. There are also case studies to see how other companies have learnt from the ACM journey. A must read for all those interested in ACM.