Workflow management (WFM) is defined by the Workflow Management Coalition as:
the automation of a business process, in whole or part during which documents, information or tasks are passed from one participant to another for action, according to a set of procedural rules. Workflow systems are used to automate business processes by providing a structured framework to support the process. Workflows help manage business processes by ensuringthat tasks are prioritised to be performed:
as soon as possible;
by the right people;
in the right order.
as soon as possible;
by the right people;
in the right order.
This gives a consistent, uniform approach for improved efficiency and better customer
service. Workflow software provides functions to:
■ assign tasks to people;
■ remind people about their tasks which are part of a workflow queue;
■ allow collaboration between people sharing tasks;
■ retrieve information needed to complete the task, such as a customer’s personal details;
■ provide an overview for supervisors of the status of each task and the team’s performance.
Workflow and groupware systems are often used to support re-engineering. BPR (business process re-engineering) is discussed in detail later. Today, these workflow systems are typical of e-business systems. Workflow is usually used in conjunction with DIP technology to improve efficiency by automatically routeing documents to the correct person to deal with them. Each person is given a list of tasks or documents on which to work, from what is known as the ‘workflow queue’. WFMS can be particularly effective when they replace a large paper-based system, and substantial amounts of time can be saved by eliminating lengthy searches for documents. Another improvement area is for customer service applications, such as at a call centre when a document can be called up instantaneously in response to a customer request. The drawbacks associated with the technology include the expense of installation and the problem of integration with existing computer network systems. In order to gain the full benefits from WFMS, it is also necessary to re-engineer or redesign the paper-based workflow in order to avoid simply automating inefficient processes.
WFM is most closely associated with large companies such as banks and insurance companies which deal with a large number of complex, paper-based transactions. These transactions need to be dealt with in a structured way and use structured or production workflow systems to manage them.
Small and medium companies are making increasing use of workflow for administrative tasks. These involve fewer transactions and can be managed by less costly software which is based on an e-mail system. Example applications for this administrative or forms-based workflow include authorisation of travel claims or holidays or payment of an invoice. In the latter example, the details of the invoice could be typed into the workflow system by a clerk. The workflow system will then forward the details of the invoice to a senior manager for authorisation. When this has occurred, the authorised invoice will automatically be sent back to the clerk for payment. This process will occur entirely electronically through routeing of forms. Figure 6.12 illustrates the different categories of workflow software according to the degree of structured working they support. Production systems are highly structured and are used in call centres, for example, for assessing insurance claims or issuing new policies. Administrative workflow is more widely used, for routine administration such as processing a travel claim. Ad hoc workflow overlaps with groupware applications, such as in a group design of a new product.
Although workflow can integrate with existing business applications to exchange data it usually uses its own database and custom interface. In order to increase the flexibility of workflow systems they can be combined with enterprise application integration (EAI) technology which enables the real-time exchange of information between different applications across and between organisations. The combination of workflow and EAI and other technologies may be promoted under the heading of business process management (BPM) systems that enable dynamic cross-functional processes to be modelled responding to events in disparate systems throughout the organisation.
service. Workflow software provides functions to:
■ assign tasks to people;
■ remind people about their tasks which are part of a workflow queue;
■ allow collaboration between people sharing tasks;
■ retrieve information needed to complete the task, such as a customer’s personal details;
■ provide an overview for supervisors of the status of each task and the team’s performance.
Workflow and groupware systems are often used to support re-engineering. BPR (business process re-engineering) is discussed in detail later. Today, these workflow systems are typical of e-business systems. Workflow is usually used in conjunction with DIP technology to improve efficiency by automatically routeing documents to the correct person to deal with them. Each person is given a list of tasks or documents on which to work, from what is known as the ‘workflow queue’. WFMS can be particularly effective when they replace a large paper-based system, and substantial amounts of time can be saved by eliminating lengthy searches for documents. Another improvement area is for customer service applications, such as at a call centre when a document can be called up instantaneously in response to a customer request. The drawbacks associated with the technology include the expense of installation and the problem of integration with existing computer network systems. In order to gain the full benefits from WFMS, it is also necessary to re-engineer or redesign the paper-based workflow in order to avoid simply automating inefficient processes.
WFM is most closely associated with large companies such as banks and insurance companies which deal with a large number of complex, paper-based transactions. These transactions need to be dealt with in a structured way and use structured or production workflow systems to manage them.
Small and medium companies are making increasing use of workflow for administrative tasks. These involve fewer transactions and can be managed by less costly software which is based on an e-mail system. Example applications for this administrative or forms-based workflow include authorisation of travel claims or holidays or payment of an invoice. In the latter example, the details of the invoice could be typed into the workflow system by a clerk. The workflow system will then forward the details of the invoice to a senior manager for authorisation. When this has occurred, the authorised invoice will automatically be sent back to the clerk for payment. This process will occur entirely electronically through routeing of forms. Figure 6.12 illustrates the different categories of workflow software according to the degree of structured working they support. Production systems are highly structured and are used in call centres, for example, for assessing insurance claims or issuing new policies. Administrative workflow is more widely used, for routine administration such as processing a travel claim. Ad hoc workflow overlaps with groupware applications, such as in a group design of a new product.
Although workflow can integrate with existing business applications to exchange data it usually uses its own database and custom interface. In order to increase the flexibility of workflow systems they can be combined with enterprise application integration (EAI) technology which enables the real-time exchange of information between different applications across and between organisations. The combination of workflow and EAI and other technologies may be promoted under the heading of business process management (BPM) systems that enable dynamic cross-functional processes to be modelled responding to events in disparate systems throughout the organisation.
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