How Technology causes Fragility

Q: When is it easier to ship a $600 electronic device across the country and back, than it is to change a field in a database?

A: When you are a phone company.

This is a true story, and one that perfectly illustrates how IT systems, when implemented, can actually make a company less flexible and less able to cope with unpredictable things.  Information technology can actually make a company more fragile. Continue reading

Post the Document on-line before Emailing it

If you are sending information to a group of people, you should FIRST post that information on-line, and THEN you should email everyone about it.  Today I experienced a classic violation of this guideline, and while the damage is not huge, it is so pointless.  I am documenting this case as an example of what not to do. Continue reading

Seven Categories to Replace BPM

By now you have all heard, BPM is dead.  It was loved to death, smothered by good intentions.  All the vendors claimed to have BPM — and more!  The analysts would point to anything vaguely about people doing work, and proclaim it is “just another BPM.”  And yet BPM wore so many faces that it was impossible for anyone to clearly identify it. Continue reading

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

Call for Papers: Knowledge Worker Scenarios

The Workflow Management Coalition (WfMC) has inaugurated a new Global Excellence Awards program for Adaptive Case Management case studies to to recognize and focus upon knowledge worker scenarios.  Early-bird submissions Feb 18, commitment due March 9.  What is it all about? Continue reading

Max Pucher – Leverage Points

At the Forrester Forum 2010: Max Pucher promises to discuss “the future of process management that is goal-oriented and focused on customer outcomes rather than a rigid flow paradigm.”  Max was a contributor to the Mastering the Unpredictable book, so I was interested in finally getting his 30 minute focus on goal orientation.  Continue reading