Case Managers are Artists

There is a lot of discussion about what ACM should be, often talking about what a “user” will want.  But there are many kinds of users who have many differing needs.  To break out of this trap, I don’t use the term “user”.  I use the term “case manager” or “knowledge worker” and when I say this, think of something like “artist”.   Like author Dan Pink says, knowledge workers are creative people like artists. Continue reading

Structure is in the Eye of the Beholder

Michael Poulin made an excellent post called “Why business process is always structured?” which delves into the question of why people believe that work is predictable when often it is not.  He compares ACM and BPM and the illusion that makes them appear the same. Continue reading