The effort all contributors put into our book ‘Mastering the Unpredictable’ about Adaptive Case Management seems to be paying off. My good friend (I hope he is despite ME being always a pain in his neck) Craig LeClair of Forrester Research is making the rounds. Coming from the content management arena, he is one of the few analysts who understands the overall complexity of the subject. I met Craig first when he did the CCM Customer Communications Management Wave a couple of years back.
In terms of case management Craig has produced some great research like: ‘Dynamic Case Management- An old-idea catches fire.’ He does teleconferences with AIIM on ‘Support Your Information Workers by Understanding and Implementing Case Management’ or Forresters own TCs as well. Forrester lists ActionBase, Appian, Cordys, EMC, Global 360, IBM, Pallas Athena, Pegasystems, Singularity and … whoa … even CRM maven Sword Ciboodle as their entrants for the next DCM Wave. The likes of Fujitsu, HandySoft, Ideate, OpenText, and Oracle (!!!) will only make it into the ‘Ripple’. Us and Whitestein Technologies are also listed in that second group, but we are the only ones who actually provide GOAL-oriented processes!
Gartner Group has another, long-term view to offer that includes Social Media and how work will change in the next ten years. I covered it in this post about ‘The De-routinization of Work.’ Makes you wonder why anyone still bothers with BPM in the first place.
I need to point out that what Forrester defines as DYNAMIC case management is by far not yet ADAPTIVE. Forrester defines dynamic case management to be semi-structured and collaborative, dynamic, human-centered, information-intensive processes undertaken around a given context, while being driven by events, requiring incremental and progressive responses. So what is different about ADAPTIVE Case Management? The key point is not just runtime dynamic changes, but Just-In-Time creation of the process and resources WITH embedded learning, which means that knowledge of a previous case can be autmatically used by people in a later case or process! As a further point Forrester does not use the term knowledge worker but rather (information-) I-worker, which is anyone who uses a computer at his job. I see ACM mostly for knowledge workers who apply their specific skill for case resolution or process execution. Craig also now points to the link between business architecture, strategic objectives and operational metrics that I have been talking about for some time.
Maybe the follwoing video will make the difference between dynamic and ADAPTIVE clearer:
I also propose that ACM has to deal not only with goals but with complex, captured content, dynamic embedded content, user definable business rules and is mostly event driven, but these are Complex Business Events. I recently posted my view on how BPMN and rules relate to CBE.
What do you need to verify if BPM or case management product supports unpredictable (semi-structured) processes with complex events in an ADAPTIVE manner:
- Does the system enable the definition or reuse of a business and process architecture to provide the base infrastructure for business driven process creation based on strategic objectives and operational metrics?
- Does the modeling capability allow direct linkage of objectives, metrics to the process goals and business data in the process/case and therefore embedded verification of goal fulfillement?
- Can properly authorized business users assemble the process/case from data objects, inbound and outbound business (with mapped data) content, user-defined rules, and GUI components (widgets?) without needing to be BPMN or flowchart experts and execute and modify at will?
- Can unexpected events or data be handled by means of new tasks, rules, performers and goals being added to the existing process to handle them without causing disruptive exceptions ?
- Can the signatures of unexpected events be auto-discovered and linked to the context patterns?
- Does the CBE capability identify fuzzy patterns of similarity between events and suggests goals, tasks or actions to handle them?
- Are business user decisions related to events fed back into the CBE pattern matching mechanism?
- Can new performers be added into the case/process at any time and existing or newly defined tasks with associated resources be assigned to them in a social media like, but fully secure collaboration?
- Can ‘expert’ case participants be selected manually from a skills profile or will the system recommend exeperts based on an automatic match between case and skill or due to past selection by other participants?
- Can goals, milestones, SLA values and rules be embedded by the business user to verify compliance, efficiency and cost and take direct influence on the execution/routing/modification of the process?
- Can the business user created processes, goals or milestones be saved at the end of the execution as new templates into the repository (with all resource templates)?
- Can business users write rules in natural language (no technical syntax) with automatic verification of rule syntax and validity by data object and content mapping based on the business architecture?
- Are all resources for content (capture and creation), process, rule and GUI are version controlled through a single dev/test/deploy/suspend mechanism? Does this ensure that the maintenance meta-processes for resource templates are decoupled from execution?