Case Management is ultimately about allowing knowledge workers to work
the way that they want to work and to provide them with the tools and
information they need to do so effectively.
As Surendra Reddy points out in his foreword:
a fully integrated ACM system layered into the value stream of an
enterprise. The customer support team is able to focus on customer
needs, with easy access to the entire company’s repertoire of knowledge,
similar cases, information, and expertise, as if it were a service. To
truly accommodate customers, companies must vest real power and
authority in the people and systems that interact directly with
customers, at the edge of the organization and beyond. ACM augments
business processes to deliver true data-driven process infrastructure
entering enterprises into the age of intelligent machines and
intelligent processes. ACM empowers the knowledge worker to collaborate,
derive new insights, and fine tune the way of doing business by placing
customers right in the left where they belong, to drive innovation and
organizational efficiencies across the global enterprise.
helps organizations focus on improving or optimizing the line of
interaction where our people and systems come into direct contact with
customers. It’s a whole different thing; a new way of doing business
that enables organizations to literally become one living-breathing
entity via collaboration and adaptive data-driven biological-like
operating systems. ACM is not just another acronym or business fad. ACM
is the process, strategy, framework, and set of tools that enables this
evolution and maturity.
“ACM, in my opinion, is the future blueprint for the way of doing business.”
Thriving on Adaptability describes
the work of managers, decision makers, executives, doctors, lawyers,
campaign managers, emergency responders, strategists, 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.
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
This important book follows the ground-breaking best-sellers, Empowering Knowledge Workers, Taming the Unpredictable, How Knowledge Workers Get Things Done, 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. Get the book here.
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