Do users go with the new workflow? from user participation to quality of work during wfm deployment

Abstract

What determines the involvement of users to ‘go with the new workflow’ in the case of workflow management (WFM) deployment, and how is this related to their perceived quality of work? This key question is addressed in this paper. Customized for our empirical case context – a large Dutch social insurance organization that recently deployed a WFM system – we developed a conceptual model based on the models and concepts of DeLone & McLean, Hartwick & Barki, and Kappelman & McLean. Our model subsequently relates user participation, user satisfaction and quality of work, shortly after WFM deployment. The expected relations are tested by survey data collected from 143 end-users. Results of correlation and regression analysis show that (1) the degree of influence is a key determinant for the perceived quality of the system, (2) perceived system quality is a main driver for user satisfaction, and (3) user satisfaction is a main determinant of the users’ perceived quality of work (aut. ref.)

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