Highly predictable work is easy to support using traditional
programming techniques, while unpredictable work cannot be
accurately scripted in advance, and thus requires the involvement
of the knowledge workers themselves.
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.
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