The document discusses the limitations of traditional process modeling for ad-hoc and unpredictable business processes, which constitute the majority of knowledge worker tasks. It introduces Adaptive Case Management (ACM) as a solution to enhance efficiency by managing these unpredictable scenarios, highlighting its potential to reduce wasted time and operational risks. ACM complements traditional Business Process Management (BPM) by providing flexibility and control through structured management of process instances.

1. What to do when process modeling doesn’t work?Using adaptive case management (ACM) for ad-hoc, unpredictable human processesJacob Ukelson, D.Sc.April 15, 2010jacobu@actionbase.com

2. AgendaAre there really ad-hoc, unpredictable business processes that can’t (or shouldn’t) be modeled?

3. What type of processes can’t be modeled?

4. How are they handled today?

5. Is that a problem?

6. Can adaptive case management (ACM) help?

7. Does ACM replace traditional BPM?Most Business Processes are Ad-hoc and Unpredictable10-20% of processes80-90% of processes(aka Knowledge Worker Processes)

8. Classification of Knowledge Intensive ProcessesDavenport, T. (2005) Thinking for a Living.Harvard Business PressProcesses that can be modeledProcesses that can’t (shouldn’t) be modeled

9. When Shouldn’t a Process be Modeled?Processes that consist mainly of interactions between human participants

10. Collaboration

11. Negotiation

12. Content (aka documents)is an integral part of the work, it is both consumed and produced as part of the process

13. The participantscontrol the process, and change it on a case-by-case basis

14. Flow changes

15. Participant changes

16. Activity changesKnowledge Intensive Processes TodayDocumentsEmailGroup CollaborationRealTime communication