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Mastering the Unpredictable: How Adaptive Case Management Will Revolutionize the Way That Knowledge Workers Get Things Doneby Keith D. Swenson,  foreword by Connie Moore, 11 other  contributors

For executives and managers of knowledge workers, Mastering the Unpredictable explains why previous trends don’t meet the needs of knowledge workers, how new technology that is coming will fill the gap, and equips them to best take advantage of this evolving trend. The work of a knowledge worker is by its nature unpredictable and can not be handled by more formalized process definition techniques. Peter F Drucker has said “Knowledge worker productivity is the biggest of the 21st century management challenges. In the developed countries it is their first survival requirement.” The facilitation of the knowledge workers and knowledge work, what is increasingly known as Case Management, represents the next imperative in office automation. Jim Sinur says “Advancing to support more knowledge work is the goal of many organizations”. Connie Moore claims: “a sea change is coming in the process world.” Be prepared, the benefits will be to those agile and quick enough to take advantage of this new situation.


Empowering Knowledge Workers (BPM and Workflow Handbook Series)

by Nathaniel Palmer, Keith D Swenson, Steinar Carlsen and Layna Fischer

Empowering Knowledge Workers: New Ways to Leverage Case Management

Adaptive Case Management allows productivity improvements to be measured in both financial and non-financial terms, including reduced re-work, improved customer, and employee satisfaction. In part, by bringing areas of work previously “under the radar” when performed in purely ad hoc environments into greater visibility, Adaptive Case Management offers the ability to prioritize activities across multiple cases, balancing workloads, as well as monitoring quality, timeliness and speed.

Highly predictable work is easy to support using traditional programming techniques, while unpredictable work cannot be accurately scripted in advance, and thus requires the involvement of the knowledge workers themselves. There is a broad and collaborative synthesis of case data that is at the heart of what makes Adaptive Case Management “adaptive” and is also the basic driver for why it needs to be so. 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. Co-authors of this ground-breaking book include industry experts Keith D Swenson, Nathaniel Palmer, Steinar Carlsen, Keith Harrison-Broninski et al

December 16, 2013


iBPMS – Intelligent BPM Systems (BPM and Workflow Handbook Series)

by Nathaniel Palmer, Keith D Swenson, Robert Shapiro and Setrag Khoshafian

“The need for Intelligent Business Operations (IBO) supported by intelligent processes is driving the need for a new convergence of process technologies lead by the iBPMS. The iBPMS changes the way processes help organizations keep up with business change,” notes Gartner Emeritus Jim Sinur in his Foreword.

An intelligent BPM suite provides the functionality needed to support more intelligent business operations, including real-time analytics, extensive complex event processing (CEP) and business activity monitoring (BAM) technologies and enhanced mobile, social and collaborative capabilities.

The co-authors of this important book describe various aspects and approaches with regard to impact and opportunity.

By reading this book, you’ll understand how successful organizations keep up with business change, and how an adaptive, intelligent enterprise is able to navigate changes.

October 1, 2013


How Knowledge Workers Get Things Done

by Keith D Swenson, Nathaniel Palmer, Max J Pucher and Charles Webster MD

Highly predictable work is easy to support using traditional programming techniques, while unpredictable work cannot be accurately scripted in advance, and thus requires the involvement of the knowledge workers themselves.

The core element of Adaptive Case Management (ACM) is the support for real-time decision-making by knowledge workers.How Knowledge Workers Get Things Done describes the work of managers, decision makers, executives, doctors, lawyers, campaign managers, emergency responders, strategist, 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, and there is a new approach to support this presents the logical starting point for understanding how to take advantage of ACM.

October 18, 2012


Taming the Unpredictable Real World Adaptive Case Management: Case Studies and Practical Guidance

by Keith D Swenson, Nathaniel Palmer, Bruce Silver and Layna Fischer

The most valuable assets of a 20th-century company were its production equipment. The most valuable asset of a 21st-century institution, whether business or non-business, will be its knowledge workers and their productivity. Peter F Drucker
The core element of Adaptive Case Management (ACM) is the support for real-time decision-making by knowledge workers.

Taming the Unpredictable presents the logical starting point for understanding how to take advantage of ACM. This book goes beyond talking about concepts, and delivers actionable advice for embarking on your own journey of ACM-driven transformation.

In award-winning case studies covering industries as a diverse as law enforcement, transportation, insurance, banking, legal services, and healthcare, you will find instructive examples for how to transform your own organization.

October 3, 2011


Social BPM (Bpm and Workflow Handbook Series)

by Keith D Swenson, Nathaniel Palmer, Sandy Kemsley and Keith Harrison-Broninski

Business Process Management and Workflow are, by their very nature, social activities. The collaboration and communication patterns that are now increasingly referred to as “social computing” were also fundamental to the BPM and workflow models of the early 1990s.
Yet it has been the recent explosion of social computing and accompanying success of social production, from Linux to Wikipedia, and Facebook to Twitter, which have had the most dramatic impact on collaboration in business environments.

Today we see the transformation of both the look and feel of BPM technologies along the lines of social media, as well as the increasing adoption of social tools and techniques democratizing process development and design. It is along these two trend lines; the evolution of system interfaces and the increased engagement of stakeholders in process improvement, that Social BPM has taken shape.

May 6, 2011


2010 BPM and Workflow Handbook, Spotlight on Business Intelligence

by Layna Fischer (editor), Linus Chow, Keith D Swenson, Setrag Khoshafian, James Taylor, Jon Pyke, Roy Altman, Nathaniel Palmer, et al.

This special spotlight illustrates how Business Process Management (BPM) and Business Intelligence (BI) are increasingly intertwined. Linking business intelligence and business process management creates stronger operational business intelligence.

June 30, 2010


2009 BPM and Workflow Handbook: Spotlight on Government

by Layna Fischer (editor), et al.

The question, “How can governments manage change organizationally and be agile operationally?” is answered in this special spotlight on BPM in Government with specific emphasis on the USA government where agencies, armed forces, states and cities are facing almost insurmountable challenges. This is a book for business people who just want to understand the how and why of process automation and integration in simple non-jargon terms. It is also for the technical person looking for current insights into where BPM standards are heading, tech-savvy ideas for implementations and more. Throughout the book international industry experts and thought leaders present significant new ideas and concepts to help you plan a successful future for your organization.

May 25, 2009


2008 BPM & Workflow Handbook – Spotlight on Human-Centric BPM

by Layna Fischer (editor), et al.

Do you know how people’s processes fit into an automated environment?

Human-centric business process management (BPM) has become the product and service differentiator. The topic now captures substantial mind-share and market share in the human-centric BPM space as leading vendors have strengthened their human-centric business processes.
Our spotlight this year examines challenges in human-driven workflow and its integration across the enterprise.

May 5, 2008


BPM In Practice; A Primer for BPM and Workflow Standards

by Keith D Swenson & Robert M Shapiro

Considering a BPM or workflow implementation? Looking to boost marketability and industry credentials? Burnt by BPM and need to hear from the experts? “BPM in Practice: A Primer on BPM & Workflow Standards” is the right starting place for understanding the most important standards including Business Process Modeling Notation (BPMN), XML Process Definition Language (XPDL), Business Process

April 2008

Articulate Error Handling

Articulate Error Handling

by Keith D Swenson

Everyone has heard of SOA and Web Services but few have actual experience in developing in these environments, and nobody has the luxury of learning these lessons by trial and error; this book presents succinct and well-considered guidelines for handling error messages that will produce applications that are easier to maintain, and more comfortable for users.

March 2008


Workflow Handbook 2001

by Layna Fischer (editor)

The definitive and one-stop reference work on workflow, standards and business processes; published in collaboration with the Workflow Management Coalition, the industry’s standards-setting body.

Contributions from industry experts, includes Wf-XML Binding Specification and WfMC workflow glossary.

This latest edition of the Workflow Handbook provides valuable insights into the revolution in business process management and the attendant benefits currently underway as eBusiness opportunities increase. The Workflow Handbook 2001 has been designed as a one-stop source for organizations seeking or already committed to implementing workflow systems as part of their IT and EC strategy.

October 31, 2000


The Difference Between Workflow and BPR

by Keith D Swenson

In 1995, the “Business Process Reengineering” movement was at its height, and was about half the way through the cycle from new concept to disillusionment. At that point in time the movement was probably at the height of inflated expectations. Seemingly, everyone wanted BPR as a management discipline to improve organizations. Office productivity vendors naturally focused on technology that might help management to do this. A lot of workflow products (we would now call them Business Process Management Suites) climbed on the BPR bandwagon. This tutorial covers the topics of BPR and workflow; what aspects of workflow can help BPR, and finally concludes with a set of capabilities, called “Collaborative Planning”, that are missing, and will need to be developed before the real potential of a facilitated office can be realized.

September 1995


New Tools for New Times: The Workflow Paradigm

by Layna Fischer et al.

The book characterizes the evolution of a powerful new process paradigm. It is for managers, consultants, researchers, vendors, and academics, providing extensive coverage of the organizational, managerial, methodological and technological concepts and techniques necessary for successful business process change. Several detailed case studies complete the book. It is also excellent for use in the classroom as a text book on Business Process Reengineering (BPR) or process change.

June 1, 1995

3 thoughts on “Books

  1. Hello,

    I am interested in modelling property registration processes in an open format. any thoughts on tools that may be out there, that have extremely low learning curves and heavy GUI front ends.


  2. I purchased the Kindle version of Mastering the Unpredictable, and I want to buy some books on lulu, but I prefer ebook instead of paperback. Could you please provide the ebook purchase option on lulu?

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