Mastering The Unpredictable

The facilitation of knowledge work or what is increasingly known as "Case Management" represents the next imperative in office automation. The desire to fully support knowledge workers within the workplace is not new. What's new is that recent advances in Information Technology now make the management of unpredictable circumstances a practical reality. There's now a groundswell of interest in a more flexible, dynamic approach to supporting knowledge work. The facilitation of knowledge work or what is increasingly known as "Case Management" represents the next imperative in office automation. The desire to fully support knowledge workers within the workplace is not new. What's new is that recent advances in Information Technology now make the management of unpredictable circumstances a practical reality. There's now a groundswell of interest in a more flexible, dynamic approach to supporting knowledge work. Here are examples of what recognized experts have have recently written on the topic: Advancing to support more knowledge work is the goal of many organizations, thus there is a new groundswell of activity around unstructured processes. - Jim Sinur, VP of Research, Gartner I think a sea change is coming in the process world. -Connie Moore, Research Vice President, Forrester The sea of change Moore refers to is about technology that is able to support knowledge workers. The work of a knowledge worker is by its nature unpredictable and can not be handled by more formalized process definition techniques. For executives and managers of knowledge workers, "Mastering the Unpredictable" will: Explain the need and why previous technological approaches don't meet the need Explain the current technology gap, and the new technology that can close the gap Lay out the options that can increase the efficiency and effectiveness of their organizations Equip them to best take advantage of this evolving trend"

This book constitutes the refereed proceedings of the Third International Conference on Subject-Oriented Business Process Management, S-BPM ONE 2011, held in Ingolstadt, Germany, in September 2011. The papers feature the analysis, modeling, implementation, execution and management of interaction patterns with an explicit stakeholder focus and also embrace themes pertaining to the engineering and management of systems and organizations, particularly with respect to the areas of interaction culture, process-aware information systems, strategic alignment, and governance structures.

If there is any one element to the engineering of service systems that is unique, it is the extent to which the suitability of the system for human use, human service, and excellent human experience has been and must always be considered. An exploration of this emerging area of research and practice, Advances in the Human Side of Service Engineering covers a broad spectrum of ergonomics and human factors issues highlighting the design of contemporary service systems.

This book constitutes the refereed proceedings of ten international workshops held in Innsbruck, Austria, in conjunction with the 13th International Conference on Business Process Management, BPM 2015, in September 2015. The seven workshops comprised Adaptive Case Management and other Non-workflow Approaches to BPM (AdaptiveCM 2015), Business Process Intelligence (BPI 2015), Social and Human Aspects of Business Process Management (BPMS2 2015), Data- and Artifact-centric BPM (DAB 2015), Decision Mining and Modeling for Business Processes (DeMiMoP 2015), Process Engineering (IWPE 2015), and Theory and Applications of Process Visualization (TaProViz 2015). The 42 revised papers presented were carefully reviewed and selected from 104 submissions. In addition, four short papers and one keynote (from TAProViz) are also included in this book.

This book contains revised papers from the 17th International Conference on Enterprise Information Systems, ICEIS 2015, held in Barcelona, Spain, in April 2015. The 31 papers presented in this volume were carefully reviewed and selected from a total of 327 submissions. The book also contains one full-paper invited talk. The selected papers reflect state-of-the-art research that is oriented toward real-world applications and highlight the benefits of information systems and technology for industry and services. They are organized in topical sections on databases and information systems integration, artificial intelligence and decision support systems, information systems analysis and specification, software agents and Internet computing, human–computer interaction, and enterprise architecture.

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. Keith Swenson points out, "We are seeing a fundamental shift in our workforce, and in the ways they need to be managed. Not only are companies engaging their customers in new ways, but managers are engaging workers in similarly transformed ways." In award-winning case studies covering industries as a diverse as law enforcement, transportation, insurance, banking, state services, and healthcare, you will find instructive examples for how to transform your own organization. This important book follows the ground-breaking ACM publications, Taming the Unpredictable and Mastering the Unpredictable and provides important papers by thought-leaders in this field, together with practical examples, detailed ACM case studies and product reviews.

This book is a design handbook and provides skills to successfully design, implement, and optimize business processes on top of SOA. Starting with business process modeling, it shows design principles to architect sound process architectures. It presents best practices for modeling business processes using BPMN, together with design principles for services and composite applications. It provides detailed coverage of how to prepare business processes for execution. An in-depth explanation of human interactions is given and also principles and best practices for using rules. Moving on, Adaptive Case Management principles are explained, along with the reach of business processes to mobile devices and ensuring multichannel interactions. Business activity monitoring, event-driven architectures, complex event processing in relation to business processes, and enabling integration with events and IoT devices are explained. The design principles and best practices are demonstrated in a practical way on a rental car use case.

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