Toolkit: Case Management
The name “case management” is used to talk about an approach that supports the knowledge worker, without requiring that the work be constrained to a set of pre-defined actions. This is technology for the rest of us: managers, decision makers, executives, doctors, lawyers, campaign managers, emergency responders, strategists, and many others who think for a living. It is for people who figure out what needs to be done, at the same time that they do it.
To explain exactly what case management is, what technologies are available, how to choose between options and what to look for, we turned to Keith Swenson, author of “Mastering the Unpredictable” which introduced and defined the field of adaptive case management.
In this toolkit, Swenson goes into great detail to define and discuss:
- Knowledge Work
- Case Management Systems
- Seven Domains of Predictability
- Two Kinds of Case Management Technology
- Production Case Management
- Adaptive Case Management
- Case Management’s impact on the future of organizations
