Unstructured, unpredictable human processes make up the bulk of processes in today's organizations. This is the kind of work carried out by knowledge workers using email, documents and meetings.
Adaptive case management is an approach to managing these processes, and the book "Mastering the Unpredictable" brings together a number of thought leaders in this new emerging area.
This presentation is on the second chapter - "What to do When Modeling Doesn't Work?"
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"What to do When Process Modeling Doesn't Work" - a chapter from "Mastering the Unpredictable" by ActionBase
1. What to do when process modeling doesn’t work? Using adaptive case management (ACM) for ad-hoc, unpredictable human processes Jacob Ukelson, D.Sc. April 15, 2010 jacobu@actionbase.com
8. Classification of Knowledge Intensive Processes Davenport, T. (2005) Thinking for a Living. Harvard Business Press Processes that can be modeled Processes that can’t (shouldn’t) be modeled
18. Ad-hoc, Unpredictable Process Scenarios Decisions and Reviews Board of Directors international banking division real estate division CFO
19. Ad-hoc, Unpredictable Process Scenarios Complex and Personalized Processes Customer Request Customer rep CFO Products
20. Ad-hoc, Unpredictable Process Scenarios Audits and Compliance >50 audit review documents ~3-4 versions per document Aggregating findings and recommendations Tracking ~5000 actions Compiling reports manually “Chasing” information and status updates
28. Ignoring Ad-hoc, Unpredictable Processes is Dangerous Operational Risk Factors Process Risk PéterFehér- BACEE-ISACA Conference on Operational Risk in the Financial Sector 2009
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30. Ensure every process instance has a goal, deadline and a defined work product
31. a goal defines what must get done, not how the process is done
32. may also provide an associated guideline or best practice that gives a generic outline of the process
33. Provide visibility within the context of the execution of a process instance, or after it is complete
34. details on both the emerging flow of the process (the hand-offs between participants) and the work done by each participant (either in summary or detail form)