The key ingredients of an ACM case – the Hotel Booking Case in terms of adaptive case management by Amis

In a recent post I have introduced the key concepts in Adaptive Case Management (ACM). In the article you are reading now, I want to show an example of a specific case. This example should provide some clarity on exactly how the core aspects of a case are specified and how these provide the foundation for the case as it will be managed  by the ACM engine of choice (for example Oracle BPM Suite 11g).

The example I use - inspired by the surroundings of the Oracle Fusion Middleware Partner Community event on Malta (February 2014) - is a hotel. The scope of the case is the booking and stay of a guest or party of guests. The case starts with the potential guest enquiring after prices and availability. It can conclude in several ways - ranging from the guest having had a pleasant stay to either cancellation, no show or even no booking at all.

This article does not yet discuss the implementation of the case. It introduces the key components that should be produced during design phase of the case and that provide the ingredients for implementing the case as an ACM process.

Note: I am not striving for a complete case definition. I am sure many hotels would use different, more extensive case definitions. This article’s objective is only to provide an example to demonstrate the various constituents of an ACM case definition.


The milestones identified in my fictitious hotel case are:

  • Booking made: possibly based upon the quote provided to the guest, a booking has been made
  • Booking cancelled
  • Cancellation deadline passed: a guest can cancel a booking up 24 hours before the arrival data; when that deadline has passed, the booking enters a new phase: the hotel starts making preparations and the guest has to pay now – even upon no-show or (late) cancellation; note: this is a special milestone, one that is brought about by passing of the time rather than by an event in the case
  • Guest Checked-in
  • Check-out performed
  • No-show declared
  • Guest Complaint received
  • Guest Complaint handled
  • Case Closed

Not all of these milestones will have to be reached in a case instance. In fact, several are mutually exclusive. Some may be revokable: even when the milestone has been reached, the case stakeholders can be decide that on second thoughts it is not reached after all (for example: after no-show was declared, the guest arrives or after the guest complaint as declared taken care of, the guest persists with the complaint).


Various stakeholders can be associated with the case. Whether they will have direct to an automated system that orchestrates the case is not yet determined. However, each stakeholder may directly or indirectly influence the case. Some of these stakeholders are internal (from the viewpoint of the hotel) while others are considered external. Not all stakeholders listed have to be involved with every instance of the case. Read the complete article here.

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