Mastering the Unpredictable: How Adaptive Case Management Will Revolutionize the Way That Knowledge Workers Get Things Done

Whether it is called dynamic or adaptive case management, there are several reasons for the major uptick in interest in a new level of support that include the following:

This description sounds an awful lot like enterprise content management (ECM) on steroids:

You should not think of knowledge work as necessarily being the work of librarians who collect and organize information. It is instead about work that is not routine work, for which knowledge of the specifics of the situation is required to determine the pattern of the work.

maintaining of data surrounding the process to demonstrate how objectives were realized and decisions were made.

Thomas Davenport (2005) in his book Thinking for a Living defines knowledge workers: “Knowledge workers have high degrees of expertise, education, or experience, and the primary purpose of their jobs involves the creation, distribution, or application of knowledge.” The opposite of knowledge work might be called “routine work.” Routine work is well

performed—one size does not fit all. The former statement spotlights the traditional gap between business and IT understanding, and the latter is the way all IT projects should be approached.

supporting the knowledge worker requires a different set of tools than those that have largely defined the common IT environments and office automation investments over the last few decades.

business process management (BPM) focus exclusively upon repeatable, predictable kinds

“Knowledge is different from all other resources. It makes itself constantly obsolete, so that today’s advanced knowledge is tomorrow’s ignorance.