SOURCE: Pegasystems Inc.

Pegasystems Inc.

September 22, 2011 15:30 ET

Pegasystems Thought Leader Contributes to Adaptive Case Management Book

Content Focuses on Empowering Knowledge Workers to Tame the Unpredictable

CAMBRIDGE, MA--(Marketwire - Sep 22, 2011) - Pegasystems Inc. (NASDAQ: PEGA), the leader in Business Process Management (BPM) and software for customer centricity, today announced that one of the organization's thought leaders, Emily Burns, Principal for Case Management Product Marketing, has contributed a chapter to the recently released book Taming the Unpredictable - Real World Adaptive Case Management: Case Studies and Practical Guidance published by the Workflow Management Coalition (WfMC) and Future Strategies, Inc.

The chapter, titled "Case Management 101: 10 Things You Must Know About Case Management," discusses ten common questions about case management. The content is focused on helping organizations understand what dynamic case management is, and how they can use it to manage their work more effectively.

The book also contains a number of best-practice case studies, including one focused on Pegasystems' client BAA, the operator of Heathrow Airport, which took top honors for Innovation in this year's Adaptive Case Management awards. The case study highlights BAA's event enabled case-management approach to aircraft turn-around, which has dramatically improved the overall efficiency of operations at Heathrow. BAA dynamically coordinates every element of the operations required for flight turnaround in the shortest time possible such as the exact minute the aircraft will land, which gate will be used, how much baggage must be offloaded, how long refueling will take, when the next crew will be onboard, and the time required to load passengers for the next flight.

As the recognized industry leader in dynamic case management, Pega enables organizations to manage their case work holistically and ensure optimal processing and resolution of every case. For more information on the book, please visit:

Quotes & Commentary:

WfMC Executive Director and industry analyst Nathaniel Palmer
"Adaptive Case Management takes knowledge and process management to the next level by bringing together the tools that support knowledge work. The result is a comprehensive approach to the way we build, deploy and use enterprise information management systems. It's as revolutionary for the way we work as the Internet was to the way we share and connect."

Emily Burns, Principal, Product Marketing, Pegasystems
"Dynamic case management enables organizations to manage all of the work associated with their cases from structured work to unstructured and ad-hoc work. This important book helps clarify both what case management is, and why it matters to organizations. The case studies in particular call out the value of this new and potentially ground-breaking approach to business applications. The benefits lie in the ability to support all types of work with advanced functionality that empowers business users to literally build and enhance applications simply as a by-product of doing their work, increasing both the productivity and empowerment of workers."

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About Pegasystems
Pegasystems, the leader in business process management and software for customer centricity, helps organizations enhance customer loyalty, generate new business, and improve productivity. Our patented Build for Change® technology speeds the delivery of critical business solutions by directly capturing business objectives and eliminating manual programming. Pegasystems enables clients to quickly adapt to changing business conditions in order to outperform the competition. For more information, please visit us at

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