Today, nearly 40% of the workforce can be classified as knowledge workers and that number is growing. The most important processes in many organizations involve knowledge work. This kind of work can be called unpredictable, because it is not possible to predict in advance the exact course of action that will be taken to reach the required outcomes. Knowledge workers have an inordinate impact on the success and future of their organizations - they enable the organization to sense and respond to the unpredictable with greater efficiency and effectiveness. Read this white paper to:
- Understand the value of knowledge work
- Survey the state of the art in Case Management
- Discover the difference between Production Case Management and Adaptive Case Management
- Learn the tips and best practices for leveraging Case Management
About the Author
Keith Swenson is Vice President of Research and Development at Fujitsu North America Inc. He is known for having been a pioneer in collaboration software and web services, and has helped the development of many workflow and BPM standards. He is currently the Chairman of the Workflow Management Coalition. In the past, he led development of collaboration software MS2, Netscape, Ashton Tate and Fujitsu. In 2004 he was awarded the Marvin L. Manheim Award for outstanding contributions in the field of workflow. His recent book "Mastering the Unpredictable" has introduced and defined the field of adaptive case management.
He blogs at http://social-biz.org/