Adaptive case management: An overview

Abstract

Knowledge work is growing in today's marketplace, supported by “knowledge workers,” a valuable asset in organizations. Traditional software applications are too rigid to support knowledge work or empower knowledge workers to perform their nonroutine tasks. Therefore, most knowledge work today is managed manually or using ad-hoc technologies such as e-mail and social media. Adaptive case management (ACM) is a new promising approach for effectively supporting knowledge work, empowering knowledge workers, and overcoming the limitations of traditional software applications. Nevertheless, ACM is an emerging field accompanied by confusion and debate among researchers and practitioners. This study aims at providing an overview of the key concepts and principles of ACM. Furthermore, this study outlines the major differences between traditional business process management and ACM.