On the Evaluation of Workflow Systems in Business Processes

Abstract

Although it is widely accepted that workflow systems add value to business processes, no substantial research has been reported in the literature that confirms this. Most of the efforts in the field of workflow systems are devoted to issues that are relevant to the design and implementation of this type of systems. Companies have a practical need to gain insight in to what extent workflow systems improve their business processes. In this paper, we present a model that measures the added value of workflow systems to business processes. We apply the model on two real-life cases in an IT company in the Netherlands. Although our model can be advanced with regard to several issues, the application of the model on the real-life cases resulted in valuable insight with regard to the impact of workflow systems for this company. From these cases we observed that value creation by a workflow system is not something to be taken for granted.

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