Here is an article I wrote for Workforce Solutions Review, a well produced magazine from the International Association for Human Resource Information Management (IHRIM). It seems that there is some interest in Adaptive Case Management from a HR perspective — and for good reasons. When I get the details of the publication issue I will include that here. Meanwhile, this post outlines a vision for ACM and Human Resources & Management.
In the past two years we have seen a dramatic increase in interest in a new approach for systems that support office workers. Much of the focus for information technology deployment has been on automating or even eliminating less skilled jobs. This has been largely effective, and organizations today are able to much more with fewer people. People today spend less of their time on routine tasks, and more of their time on things that make a difference, than was possible just ten years ago.
The challenge is to determine how to support higher skilled modes of work. We call this kind of work “unpredictable work” because one cannot predict in advance the exact course of what will be done. This is technology for the rest of us: 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.
The trend goes beyond being just a technology... Read the article