Best practices for knowlege workers book coverRelease: 7.2016
Authors: Keith Swenson, Jürgen Kress, Danilo Schmiedel, Ricardo Puttini

ACM Methodology: Best practices to design and implement solutions for knowledge workers
BPM-based solutions have brought major advances to work organization and automation. However, given BPM’s strong basis on formal workflow definition, oftentimes BPM solutions are not well suited for work scenarios where a precise workflow cannot be strictly defined. Work in such scenarios is highly dependent on knowledge-based decisions about activities and outcomes, leading to multiple work paths and business rules that can become quite complex or even unfeasible to model and completely automate. In these cases, a different technology support approach is required. The focus is not to isolate and automate decisions and rules, but rather to deliver opportunistic information support to the knowledge worker to accomplish them. Adaptive Case Management (ACM) rises as a successful design pattern for this.

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