Adaptive Case Management is ultimately about allowing knowledge workers to work the way that they want to work and to provide them with the tools and information they need to do so effectively.
As Surendra Reddy points out in his foreword:
“Imagine a fully integrated ACM system layered into the value stream of an enterprise. The customer support team is able to focus on customer needs, with easy access to the entire company’s repertoire of knowledge, similar cases, information, and expertise, as if it were a service. To truly accommodate customers, companies must vest real power and authority in the people and systems that interact directly with customers, at the edge of the organization and beyond. ACM augments business processes to deliver true data-driven process infrastructure entering enterprises into the age of intelligent machines and intelligent processes. ACM empowers the knowledge worker to collaborate, derive new insights, and fine tune the way of doing business by placing customers right in the left where they belong, to drive innovation and organizational efficiencies across the global enterprise.
“ACM also helps organizations focus on improving or optimizing the line of interaction where our people and systems come into direct contact with customers. It’s a whole different thing; a new way of doing business that enables organizations to literally become one living-breathing entity via collaboration and adaptive data-driven biological-like operating systems. ACM is not just another acronym or business fad. ACM is the process, strategy, framework, and set of tools that enables this evolution and maturity.
“ACM, in my opinion, is the future blueprint for the way of doing business.”
Thriving on Adaptability describes the work of managers, decision makers, executives, doctors, lawyers, campaign managers, emergency responders, strategists, 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.
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 best-sellers, Empowering Knowledge Workers, Taming the Unpredictable, How Knowledge Workers Get Things Done, 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. Get the book here.
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