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How Knowledge Workers Get Things Done Paperback – October 18, 2012
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About the Author
Palmer is a principal and chief analyst at Delphi Group. A frequent lecturer and commentator on the X-economy and the business of technology, he regularly counsels many of the industry's leading software vendors and online service providers worldwide.
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Top Customer Reviews
One excellent example provided in this book is a health insurance company that was dealing with a large number of Appeals & Grievances cases. Their process for dealing with A&Gs was very manual and disjointed. Their goals included things like: maintaining records required in order to be compliant with insurance mandates, reducing costs associated with a lengthy internal process, and minimizing fines associated with untimely responses to A&Gs. The solution was to create a system in which the case manager could more quickly identify what information they needed and where they could obtain that information. With just a couple of screens they could follow the case as it came together and make sure it kept moving so deadlines would be met. This approach allows flexibility with each case because no two are the same and it reduced time spent on each case because it cut out many hours previously spent searching for information.
ACM is about looking at the current process and figuring out where it needs flexibility and where it makes sense to empower the employee so they can act in a way that helps the business reach their goals. Knowledge workers operate daily in an environment where no two cases, no two days are the same. There is a great deal of variation. The way to optimize results in that environment is not to force them into a rigid system, but rather to give them a system and environment in which to operate that allows them flexibility and ability to adapt to a variety of situations in a manner that aligns with overall business strategy. That is what ACM aims to do.
This seems like an ideal solution to issues faced in the world of a knowledge worker. Indeed I'd say that one of the greatest frustrations as a knowledge worker is to be in a situation in which you know the best solution, but are unable to implement it because it's outside of process. The flexibility allowed by ACM is an excellent fit for such a situation.
I work so much more from a place of power, and I don’t feel like I’m some kind of know it all. I just feel I have a better understanding of the things I can’t change, and how I should approach them. And I’ve let go of some of the stubbornness of, this is the way we do it, because this is the way we have always done it.
It’s hard to explain, but as I have studied each incredible case study, it has made me better at looking at a project as a sphere, something that has a 360 degree set-up, and when I do that I feel I’m able to better understand and respond to what is needed for my company at any given time. A wonderful and timely book for any company that is focused on moving forward.
This book "How Knowledge Workers Get Things Done" will help. I learnt how Adaptive Case Management (ACM) offers comprehensive Business Process Management(BPM) functionality and methodology to provide more individualize customer service.
There are several papers presented in the book that will throw some light on how IT systems, BPM and ACM can be integrated together to help the knowledge workers. There are also case studies to see how other companies have learnt from the ACM journey.
A must read for all those interested in ACM.