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Mastering The Unpredictable

Recently I co-authored a book on ACM Adaptive Case Management.

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, I propose 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.

There is an obvious need for dynamic processes that BPMS vendors are already addressing. The reality of BPM shows that it is very difficult to top-down analyze and simulate business processes and link them to KPIs in a continuous improvement cycle. Measure-to-manage optimization is counterproductive to improvement and innovation. Only empowered actors can use their intuition and experience for sensible action. The dynamics of economy require a self-organizing structure that is resilient to fast changes through its ability to adapt.

Agility cannot be enforced by methodology, and it is not a product feature. It can only be achieved through the agile mindset of management who will put the right technology in place that empowers agile employees. Process maturity is not about how well processes control employees, but how much process control is given to employees to achieve goals and outcomes.

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.

You can find all about it here: ‘Mastering The Unpredictable’

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About Max J. Pucher

I am the founder and Chief Technology Officer of ISIS Papyrus Software, a medium size software company specializing in communications and process management. I wrote several books and hold a number of patents. My quest is to bring common sense to IT, mostly by focusing in human quality issues rather than cost saving, outsourcing and automation. I am also Chief Architect at VIPorbit software which provides mobile relationship management.

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  1. Pingback: Launching “Mastering the Unpredictable” « Thoughts on Collaborative Planning - April 14, 2010

  2. Pingback: BPM Quotes of the week « Adam Deane - April 18, 2010

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© 2007-11 Max J. Pucher

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Max J. Pucher

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