I’ve written before about how interesting and useful I’ve found Max Pucher’s thoughts on Adaptive Case Management. Max is Chief Architect at Isis Papyrus and holds some strong views on how pointless it is to try to create flowcharts of case management processes. These processes are rarely sequential and the appropriate process steps are often event-driven and highly dependent on individual clients’ needs.
In this video clip Max talks about what he means by Adaptive Case Management.
This is relevant for knowledge-based processes such as providing patient care, managing offenders, handling enquiries, grants management or claims handling.