Inspired by my twin passions for process improvement (using BPM and Case Management) and the BBC, here is my latest article on CMSWire…

Being Human: Why Knowledge Workers Need Adaptive Case Management

“If a ghost, a werewolf and a vampire can appreciate how difficult it is Being Human, so can a  BPM practitioner”  – Anonymous

How important is the human factor in driving meaningful process improvements for your business? 

I believe it is THE most important, and arguably the most difficult, aspect of any effort to improve performance.  I recently participated in an educational virtual summit aptly titled ACMLive that considers what it takes to properly support human knowledge work.  I share some of the ideas discussed at that summit in this installment of my ACM article series, and take a look at ways that  Adaptive Case Management is helping  Business Process Management (BPM)  practitioners  succeed with the complex task of involving people in process  improvement.   Read the enire article  at CMSWire: Being Human


Lake George

I just returned from vacation at Lake George <sigh>. Since I am by nature an introvert, a big part of my vacation time was spent at the Lake in quiet solitude… catching up on reading, watching our golden retrievers swim, and contemplating life.  Yes, it was wonderful,  and no  it did not in any way affect my apparent obsession with process improvement and case management.  In fact, it made me think about the power of “social” collaboration capabilities within case management. I believe the combination can help transform knowledge worker intensive processes like insurance underwriting, claims adjusting, customer on-boarding, credit claims disputes and more.  Here’s a few resources I recommend that explore this idea; including the upcoming  ACMLive Virtual Summit. (more…)