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Keith D SwensonVice President of R&DChairman of the Workflow Management Coalition
September 13, 2012
Enhancing the Productivity of an Evolving Workforce
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Table of Contents
Knowledge Work Unpredictable Processes System Technology Key Capabilities Management Shift Summary
See Related Blog Post at:http://social-biz.org/2012/08/20/enhancing-the-productivity-of-an-evolving-workforce/
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People who weigh manyfactors and determine
courses of action
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People whose actions are based on many
sources of information
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People who gather cluesfollow up, and discover things.
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People who set the rulesor think outside the box
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People who face uncertain situations and courses that are not fixed
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Knowledge Work is Everywhere
Benefits Negotiation
Employee Performance Mitigation
Rescue work, Fire Fighting
Financial Audit
Coordinating a meeting
Exceptions, such as a Billing Dispute
Medical Treatment, Health Care
Help desk
Mergers & Acquisitions
Hiring Talent
Executive Management
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Unpredictable Processes
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What does it mean to be Unpredictable?
Unpredictable Does Not Mean Chaotic – completely without form Random – direction can completely reverse at any time Completely Unknown – like a completely dark, but dangerous, room Planning is Impossible and Pointless
It simply means: The known initial conditions are not enough to determine the one
single best path. You can’t wait until enough is known to make a complete process Planning is an ongoing activity as you do the work.
Examples: an Emergency Room Patient
http://social-biz.org/2010/03/29/does-unpredictable-work-exist/
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Fooled by Randomness
20/20 Hindsight
Mental “Interpreter”
We forget how itreally happened.
We fill in missing details with narrative.
Unpredictable Processes don’t always FEEL
unpredictable.
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Routine with ad hoc exceptions
Routine Predictable
Unpredictable with structured snippets
Completely Improvised
Spectrum of Predictability
There is a spectrum of situations
Everyone does:
some routine work, and
some unpredictable work.
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What you are going to need to get there.
System Support Key Capabilities
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Henry Ford’s Assembly Line
The Industrial Revolution:… the Newtonian view in business.
Frederick Winslow Taylor• Time and Motion Studies
• Mass production office work
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Business Process Management / Workflow
BPM:Make a precise
definition of the work to be done
Invest a lot in set up
Recoup investment by running process thousands of times.
Effective for Routine Work
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Definition of Case Management
Case Management is the management of long-lived collaborative processes that coordinate
• knowledge, • content, • correspondence and • resources
to progress a case to achieve a particular goal; where the path of execution cannot be predetermined in advance of execution; where human judgment is required to determine how the end goal be
achieved; and where the state of a case can be altered by external out-of-band events.
Attributed to Michael White, 2009
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Tasks Goals; what is the difference?
Larger in Scope Collective, parallel
Sometimes overlapping
You must “figure it out” Focus on end result
produced
GOAL(Something you do)
TASK(Something you do)
Difference?
Smaller in Scope Procedural, linear
often one at a time
Thinking is Removed Focus on action to
transform something
Micro-managers give "tasks"; Good managers give "goals".
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Enforcement Guidance
Enforcement:Guardrails (on a road) prevent
deviation, but also prevent anything not predicted.
Guidance:Guidelines (on a road) show people
where to go, but do not prevent deviations if they are necessary.
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Diagrams Checklists
Created ahead of timeby specialist crafted to automatically respond
to many situations.
Created when needed, by the person doing the work.
Manually adjusted forchanging situations.
For Routine Work For Knowledge Work
http://social-biz.org/2010/03/08/is-the-checklist-mightier-than-the-model/
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Prescribed Adaptible
When you hear about an adaptive system, think about muscles. To increase the size or strength of a muscle, you
exercise it. Conversely, lack of use causes muscle atrophy.
Adaptiveness is not simply the capability to increase or decrease muscle size.
Instead it is more about the ability of the muscle to self-modify to fit the situation; the ability to sense a need, & to respond to it in a kind of feedback loop.
http://social-biz.org/2011/11/13/understanding-what-adaptive-means/
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Individual Social Technology
http://social-biz.org/2011/09/03/self-organizing-business-networks/
self-forming relationships
everything is relative
bring your own identity
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Process Centric Data Centric
Process
Data
Data
Process
Data (a case folder) becomes the central focus
and permanent record.
Processes can cooperate.
The process is the central focus for organizing work.
Data comes to and from the process.
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BPM / Workflow
Highly RepeatableRoutine Processes
Factory, Mass Production
Small savings on each of a large volume produced
UnpredictableUnique Processes
Skill, Professional
Providing unique high value service to customers
ACM
Efficiency and cutting costs through automation
Custom work appropriate to particular circumstances
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It’s not just technology that is changing
Management Shift
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The Power Of Pull
“Pull platforms are emerging as a response to growing
uncertainty.”
“They seek to expand the opportunity for creativity by local participants dealing with immediate needs.”
http://social-biz.org/2011/02/06/the-power-of-pull-just-win-baby/
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<<Push>> vs. >>Pull<<
treat public as passive consumers
make centralized decisions top-down approach to
planning workers perform dictated
activities
loosely coupled and modular embrace exceptions not
eliminate them enhance the potential for
productive friction continually expand choices
available help find the most relevant
resources allow initiative and creative
opportunities
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Returning to“Human 1.0”
http://social-biz.org/2011/01/22/hyper-social-organizations/
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• engage tribesForget market segments
• think human centricityForget company centricity
• think knowledge networksForget information channels
• embrace social messinessForget processes and hierarchies
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Roles mean nothing without understanding the network of
relationships and the resources that are required to support the work of that person. – Margaret Wheatley
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Important worker qualities will be: • High Concept• High Touch -Daniel H. Pink
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Knowledge Worker Autonomy
SIX major factors determine knowledge-worker productivity Knowledge worker productivity demands that we ask the question: "What is the task?“ It demands that we impose the responsibility for their productivity on the individual
knowledge workers themselves. Knowledge workers have to manage themselves. They have to have autonomy.
Continuing innovation has to be part of the work, the task, and the responsibility of knowledge workers.
Knowledge work requires continuous learning on the part of the knowledge worker, but equally continuous teaching on the part of the knowledge worker.
Productivity of the knowledge worker is not -- at least not primarily -- a matter of the quantity of output. Quality is at least as important.
Finally, knowledge-worker productivity requires that the knowledge worker is both seen and treated as an "asset" rather than a "cost." It requires that knowledge workers want to work for the organization in preference to all other opportunities.
-Peter Drucker, “Management Challenges for the 21st Century” (p142)
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Summary
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http://social-biz.org/2011/08/30/living-with-complexity/
In an unpredictable world, the best investments are those that minimize the importance of predictions.
- Sargut & McGrath
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Management Shift Summary
1. Understand the limits of Newtonian view – and Scientific Management
2. Beware of over-simplifying the job– Don’t just “pick a process”
3. Focus on providing the right information– Promote a culture of sharing
4. Embrace complexity– Don’t de-skill the workplace
5. Empower people to respond to customers– Decentralize, but monitor
6. Hire/promote right-brained people
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Summary
Adaptive Case Management is for Knowledge Workers with Unpredictable Process to Adapt & Innovate with Teams of Experts to Accomplish Goals.
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Questions and Answers
Slides: http://www.slideshare.net/kswenson/pehrs-presentation-on-acmBlog: http://social-biz.org/2012/08/20/enhancing-the-productivity-of-an-evolving-workforce/
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