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Adaptive Case Management: A flexible approach for managing unpredictability in business processes


Adaptive case management (ACM) is surely the shining star at the moment in the area of business process management. It has the potential to open up entirely new ways to deal with complex business processes. ACM offers a flexible and adaptive approach to work management as opposed to fully structured and rigid business process modeling. Knowledge workers form a crucial part of any organization. These are the people who need to be properly supported to make skilled evaluations using available information for effective decision-making and issue resolution.

ACM focuses on unstructured or ad-hoc processes. These processes require extensive participation by knowledge workers to achieve the best results. The execution path for these processes is not always clear and hence can’t be completely predefined. It may need to be adapted taking into account the specific requirements of a concrete case.
Explaining the concept of ACM in a nutshell, it is a user-centric approach where the user in the center of a business process has the right expertise to decide at what time a particular activity makes sense. ACM gives more control to experts to manage and orchestrate large quantities of unstructured processes and data in a context-based structure.

edorasware adaptive case management concept

This sounds very reasonable and a great thing to do. But what does it actually mean to implement ACM in a company?
Implementing ACM for a business area (one or more business processes) demands thorough and detailed understanding of the current processes. It is important to know how people are currently working, which systems they use and how, when and to what extent interaction takes place among the various company departments. This can be done via conducting interviews with the business users, by careful observations of employee activities and by studying the existing process documentation.

As a next step the case and its component parts need to be defined. A case consists of tasks, documents, processes, data and business rules. As for business process modeling, commencing with the “happy path” is an excellent starting point: the “happy path” is the workflow scenario that deals with the “normal” progression of events without considering errors or exceptions. Once the “happy path” is defined and designed, the next step is to work out possible exception paths. Since it is an adaptive approach, it is not necessary to aim for the perfect solution in the first place. An efficient methodology involves starting small, exploring in different directions and finally drawing conclusions from these experiences and integrating them immediately into the case model.

Because ACM is a user-centric paradigm, people are crucial for success! Therefore, affected employees need to be involved in the whole design process. When implementing an integrated end-to-end ACM solution, different teams in the company should be involved in the process, helping to eliminate potential boundaries between organizational units and raising efficiency and passion at work.

 

edorasware head services daniel grob

Daniel Grob
Head of Services
daniel.grob@edorasware.com

 

 

Comments

  1. Kirida Ly

    Hi Daniel,

    thanks for this highlight about ACM.
    Could you detail if, as for BPM, there is “ACM modeling” tools on one hand and “ACM execution” engine on other hand?
    Are there already software vendors that offer tool to support ACM approach?

    Kind regards
    Kirida

    • Marc Bühler

      Hi Kirida

      Quite a few platforms in the market claim the ability to handle both sides, but in fact only few of them can do that in a proper way. With our ACM based platform edoras one, we followed this concept already in a very early stage, even before the official CMNN standard provided by OMG existed. Our claim is “design-by-doing” this enables an agile way to adapt and optimizing processes quickly.

      Hope this helps. In case you have any further questions feel free to ask.

      Kind regards, Marc

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Adaptive Case Management: A flexible approach for managing unpredictability in business processes


Adaptive case management (ACM) is surely the shining star at the moment in the area of business process management. It has the potential to open up entirely new ways to deal with complex business processes. ACM offers a flexible and adaptive approach to work management as opposed to fully structured and rigid business process modeling. Knowledge workers form a crucial part of any organization. These are the people who need to be properly supported to make skilled evaluations using available information for effective decision-making and issue resolution.

ACM focuses on unstructured or ad-hoc processes. These processes require extensive participation by knowledge workers to achieve the best results. The execution path for these processes is not always clear and hence can’t be completely predefined. It may need to be adapted taking into account the specific requirements of a concrete case.
Explaining the concept of ACM in a nutshell, it is a user-centric approach where the user in the center of a business process has the right expertise to decide at what time a particular activity makes sense. ACM gives more control to experts to manage and orchestrate large quantities of unstructured processes and data in a context-based structure.

edorasware adaptive case management concept

This sounds very reasonable and a great thing to do. But what does it actually mean to implement ACM in a company?
Implementing ACM for a business area (one or more business processes) demands thorough and detailed understanding of the current processes. It is important to know how people are currently working, which systems they use and how, when and to what extent interaction takes place among the various company departments. This can be done via conducting interviews with the business users, by careful observations of employee activities and by studying the existing process documentation.

As a next step the case and its component parts need to be defined. A case consists of tasks, documents, processes, data and business rules. As for business process modeling, commencing with the “happy path” is an excellent starting point: the “happy path” is the workflow scenario that deals with the “normal” progression of events without considering errors or exceptions. Once the “happy path” is defined and designed, the next step is to work out possible exception paths. Since it is an adaptive approach, it is not necessary to aim for the perfect solution in the first place. An efficient methodology involves starting small, exploring in different directions and finally drawing conclusions from these experiences and integrating them immediately into the case model.

Because ACM is a user-centric paradigm, people are crucial for success! Therefore, affected employees need to be involved in the whole design process. When implementing an integrated end-to-end ACM solution, different teams in the company should be involved in the process, helping to eliminate potential boundaries between organizational units and raising efficiency and passion at work.

 

edorasware head services daniel grob

Daniel Grob
Head of Services
daniel.grob@edorasware.com

 

 

Comments

  1. Kirida Ly

    Hi Daniel,

    thanks for this highlight about ACM.
    Could you detail if, as for BPM, there is “ACM modeling” tools on one hand and “ACM execution” engine on other hand?
    Are there already software vendors that offer tool to support ACM approach?

    Kind regards
    Kirida

    • Marc Bühler

      Hi Kirida

      Quite a few platforms in the market claim the ability to handle both sides, but in fact only few of them can do that in a proper way. With our ACM based platform edoras one, we followed this concept already in a very early stage, even before the official CMNN standard provided by OMG existed. Our claim is “design-by-doing” this enables an agile way to adapt and optimizing processes quickly.

      Hope this helps. In case you have any further questions feel free to ask.

      Kind regards, Marc

Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <s> <strike> <strong>