Adaptive Case Management: Supporting Knowledge Intensive Processes with IT Systems

As the transition to the knowledge society is steadily proceeding in industrialized countries, increasing knowledge workers' productivity in businesses becomes crucial. However, current business process management approaches and systems are unable to satisfy the high requirements of flexibility in knowledge intensive processes. Adaptive Case Management (ACM) is an emerging yet still immature approach in the business process management field that promises to bridge this gap. This contribution substantiates ACM by presenting a corresponding procedure model along with a software system. Applying the concepts of empowerment, the knowledge worker takes on the responsibility to adapt "his" IT environment in order to achieve efficient case handling. The validation by expert interviews critically examines the feasibility both of the concept as well as the software system.