A book released earlier this year titled: Mastering the Unpredictable, How Adaptive Case Management Will Revolutionize the Way that Knowledge Workers Get Things Done includes a chapter by NCSC Senior Management Consultant, John Matthias. Johns chapter, Technology for Case Management, builds on the overall theme stated by the author that - some kinds of work are unpredictable. We in the courts are reminded every day that this is true.
The book brings together for the first time in one volume ideas that address this issue. To read a summary go to the authors, Keith D. Swensons blog at: http://kswenson.wordpress.com/2010/04/14/launching-mastering-the-unpredictable/
The book's website is: http://www.masteringtheunpredictable.com/page1.php