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.

Taming the Unpredictable Real World Adaptive Case Management:
Case Studies and Practical Guidance

"The most valuable assets of a 20th-century company were its production equipment. The most valuable asset of a 21st-century institution, whether business or non-business, will be its knowledge workers and their productivity." Peter F Drucker

The core element of Adaptive Case Management (ACM) is the support for real-time decision-making by knowledge workers. "Taming the Unpredictable" presents the logical starting point for understanding how to take advantage of ACM.

This book goes beyond talking about concepts, and delivers actionable advice for embarking on your own journey of ACM-driven transformation.

In award-winning case studies covering industries as a diverse as law enforcement, transportation, insurance, banking, legal services, and healthcare, you will find instructive examples for how to transform your own organization.

Authored by members of WfMC, OMG and other key participants in the development of BPMN 2.0, the BPMN 2.0 Handbook Second Edition assembles industry thought-leaders and international experts. Following the ground-breaking body of work in the BPMN 2.0 Handbook First Edition this book is greatly expanded with substantial new content and chapters updated to the latest advances in this important standard. The authors examine a variety of aspects that start with an introduction of what's new and updated in BPMN 2.0, and look closely at interchange, best practices, analytics, conformance, optimization, choreography and more from a technical perspective. The authors also address the business imperative for widespread adoption of the standard by examining best practice guidelines, BPMN business strategy and the human interface including real-life case studies. Other critical chapters tackle the practical aspects of making a BPMN model executable and the basic timeline analysis of a BPMN model. This book is for business people who want to understand the how and why of BPMN 2.0 in simple non-jargon terms and the strategy and motivation for its adoption within the corporation. It is also for the technical practitioner seeking current insights into the BPMN 2.0 standard and how to take advantage of its powerful capabilities. Guide to BPMN 2.0 Technical Aspects Admission Process Optimization with BPMN and OSCO Analytics for Performance Optimization of BPMN2.0 Business Processes Bespoke Enterprise Architecture: Tailoring BPMN 2.0 using Conformance Classes BPMN 2.0 Interchange BPMN Extension for Social BPM Collaborative Activities Inside Pools Making a BPMN 2.0 Model Executable New Capabilities for Interaction Modeling in BPMN 2 New Capabilities for Process Modeling in BPMN 2 Refactoring BPMN Models Simulation for Business Process Management Guide to the Business Imperative for BPMN Best Practice Guidelines for BPMN 2.0 BPMN and Business Strategy: One Size Does Not Fit All BPMN Used by Business Professionals: An In-depth Reflection on BPM with BPMN by the Swiss FOITT Business Process Integration in a Defense Product-focused Company Human-Readable BPMN Diagrams Making BPMN 2.0 Fit for Full Business Use Multi-faceted Business Process Modeling Appendix includes BPMN Supporters list, XPDL 2.2 Guide, BPMN Glossary, index and more

Business Process Management and Workflow are, by their very nature, social activities. The collaboration and communication patterns that are now increasingly referred to as "social computing" were also fundamental to the BPM and workflow models of the early 1990s.

Yet it has been the recent explosion of social computing and accompanying success of social production, from Linux to Wikipedia, and Facebook to Twitter, which have had the most dramatic impact on collaboration in business environments.

Today we see the transformation of both the look and feel of BPM technologies along the lines of social media, as well as the increasing adoption of social tools and techniques democratizing process development and design. It is along these two trend lines; the evolution of system interfaces and the increased engagement of stakeholders in process improvement, that Social BPM has taken shape.

Table of Contents
The Quantum Organization: How Social Technology will Displace the Newto-nian view
The Role of Trust and Reputation in Social BPM
Change Management Processes
How to Link BPM Governance and Social Collaboration through an Adaptive Paradigm
Leveraging Social BPM for Enterprise Transformation
BPM, Social Technology, Collaboration and the Workplace of the Future
A Model-Driven Approach to Social BPM Applications
How Social Technologies Enhance the BPM Experience for all Partici-pants
Voice of the Network Through Social BPM
Evidence-Based Service; Listening to Customers to Improve Customer-Service Processes
Taking Channel and Distribution Management Social and Contextual
Social Technology Makes the World a Better Place: Pro Bono BPM
Dynamic Clinical Pathways Adaptive Case Management for Medical Profes-sionals
A Case Study of BPM in a Kaizen Environment
Next Generation Social Media: Alignment of Business Processes & Social In-telligence
Next Generation BPM Suites: Social and Collaborative
Directories and Appendices include Glossary of Social BPM Terms

Delivering BPM Excellence Business Process Management in Practice Award-winning, real-world case studies in Business Process Management Now in their 19th year, the Global Awards for Excellence in BPM and Workflow recognize organizations that excel in implementing innovative Workflow and Business Process Management solutions to meet strategic business objectives. The companies whose case studies are featured in this book have proven excellence in their creative and successful deployment of advanced and business process management concepts. The positive impact to their corporations includes increased revenues, more productive and satisfied employees, product enhancements, better customer service and quality improvements