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Workflow management

Process dependencies are a core part of analysing and revising an organisation’s workflow

 

as

 

part

 

of

 workflow management (WFM)

, a concept that is integral to many digital business 

applications, so before we look at process analysis techniques, let us look at why workflow is 

integral to digital business.

WFM was defined by the Workflow Management Coalition (WfMC, 1996) as

the automation of a business process, in whole or part during which documents, informa-

tion or tasks are passed from one participant to another for action, according to a set of 

procedural rules.

Workflow systems automate digital business processes by providing a structured framework 

to support a process. Applications of workflow in digital business include actioning que-

ries from external customers or handling internal support queries. Email enquiries can be 

analysed and routed to the right person depending on their subject. Letters may need to be 

scanned before being added to the workflow queue. Workflow helps manage business pro-

cesses by ensuring that tasks are prioritised to be performed:

➝

 as soon as possible

➝

 by the right people

➝

 in the right order.

The workflow approach 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