June 10 2014

Let’s define what a case is first. According to Oracle, it’s “a collection of structured, semi-structured, un-structured processes, information and interactions used to make a business decision.” Success is heavily dependent on real-time decision making, so multiple knowledge workers will need visibility and support for collaboration.

Business Process Management (BPM) alone may not support the type of flexibility needed for cases—BPM is better suited for routine, predefined tasks. The creative thinking, judgment and leeway that knowledge workers need to reach an end goal can actually be stunted by traditional BPM. Adaptive Case Management (ACM) on the other hand, adheres to a “people first” philosophy for managing cases and complex processes. While process control comes first in BPM, human control comes first in ACM. It’s well suited for projects with many unknown variables, in which knowledge workers must rely heavily on documents and their judgment.

When faced with unstructured processes, ACM helps knowledge workers to adapt, use their judgment and expertise, and deal with stuff as it happens. In short, ACM is a great solution for extending BPM capabilities to support flexibility and user-driven case progression.

Read our recent newsletter article, The Case for Adaptive Case Management in a Knowledge Worker World, to learn more.

You can also visit Oracle’s website for three informative videos introducing ACM: Learn what ACM is and the types of processes most likely to benefit from it in an Overview of Adaptive Case Management. Anatomy of a Case Management Project shows how Oracle BPM supports knowledge workers dealing with unstructured processes, and Participating in a Case illustrates case participation.

About the Author

Brandon Dean

Brandon Dean is Executive Vice President for AVIO and focuses his time on building client relationships and directing sales, marketing, and strategy initiatives for AVIO. Prior to joining AVIO in 2008, Brandon spent time in various positions at Oracle, BEA Systems, and Fuego where he built a reputation as a thought leader in BPM strategy and implementation advisory services. 

Join the Conversation

July 13, 2014

Good points, Brandon. And I completely agree.

There is a huge following of ACM, perhaps you've noticed the books appearing like "Empowering Knowledge Workers: New Ways to Leverage Case Management" (http://futstrat.com/books/EmpoweringKnowledgeWorkers.php) and "How Knowledge Workers Get Things Done: Real-World Adaptive Case Management." (http://www.futstrat.com/books/HowKnowledgeWorkers.php).

There's also an Awards program for best ACM case studies at http://adaptivecasemanagement.org/

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