Workflow & Workflow Management

Executive Summary

Workflow Management is the automation of work and business process. It is adopted to streamline existing business procedures, but it is often implemented as a core element of business reengineering activities as it changes the way of working. It's most popular in labour intensive industries where a document, goods or service is delivered through many stages and involve many people. This is why industries such as insurance, banking, legal and cargo logistics are among the pioneers of workflow management.

Workflow management is not a brand new concept, back to the Middle Ages; monks were adopting certain procedures to manage the copying of scripture process. But only until mid 70s, with the rapid development in information technology that people have started to automated business processes. In last 15 years, workflow has evolved from procedural documents to computerized systems, which design the process, assign different levels of authority, track the progress and manage the process.

There are four major types of workflow systems with increasing complexity, namely Production Systems, Messaging Based Administration Systems, Web Based Systems that link up internal and external processes and Integrated Systems that combine various sub-systems. We can see that workflow systems have developed from the linear systems (production and manufacturing) in earlier days to a matrix of systems linking up at various interfaces.

We conducted a mini research with companies in Hong Kong and the UK. The respondents were from publishing, financial, trading and retailing industries. It is found that most respondents have adopted some workflow management systems ranging from a few months to several years. And also, it is very likely that they will continue to use and develop the systems in the future. The major benefits of adopting workflow systems are:

(a) Increased Efficiency

(b) Reduced Operation Cost

(c) Streamlined Business Process

(d) Centralize Control & Decentralized Execution

Standardized systems with flexibility for local customization will be the trend of workflow systems. As we have been more 'networked' with both internal and external information systems, it is very important each systems adopted are connecting to each other. Workflow systems will form the backbone of various sub-systems.

Content

Page

1. Introduction

1.1 Abstract 5

1.2 Background 6

1.3 Purpose 7

2. System Overview

2.1 The Workflow Overview 8

2.2 Key Features 8

2.3 Life-Cycle 9

2.4 Types of Workflow System 12

2.4.1 Production Workflow Systems 12

2.4.2 Messaging-based Workflow Systems 13

2.4.3 Web-based Workflow Systems 14

2.4.4 Suite-based Workflow Systems 15

3. Origins of Workflow & History

3.1 History 17

3.2 Workflow in the Olden Days 18

3.3 Evolution of Workflow 19

3.3.1 Image Processing 19

3.3.2 Document Management 19

3.3.3 Electronic Mail & Directories 20

3.3.4 Group-ware Applications 20

3.3.5 Transaction-based Applications 20

3.3.6 Project Support Software 21

3.3.7 BPR & Structured System Design Tools 21

3.3.8 Relationship with Business Process & Business Process Reengineering 21

3.3.9 Separation of Workflow Functionality 22

Content

Page

4. Case Studies

4.1 Commercial Workflow Management System Products 23

4.1.1 Service LOG 23

4.1.2 Lotus Notes 24

4.1.3 SAP System 26

4.2 Research of Workflow Application in Different Fields 28

4.3 Compare the Current WfMS Products to the Industry Development 31

4.4 Workflow Management System Apply in Logistic Industry (Hactl) 33

4.4.1 Community System for Air Cargo (COSAC) 34

4.4.2 e-Logistics System (HEx) 35

4.4.3 e-Reception Checklist Services (e-RCL) 36

4.4.4 e-Pickup Services 36

4.4.5 e-Report Services 36

5. Benefits

5.1 Why Should a Business Use Workflow? 38

5.2 The Key Benefits of Workflow 39

5.3 Success Factors 43

6. Development & Trend

6.1 The Model 10 Years On 46

6.2 Tools Development 46

6.2.1 Workflow - Old Tools 46

6.2.2 Workflow - New Tools 48

7. Review 50

8. Bibliography 51

9. Appendix

9.1 Survey Questionnaire - Workflow Application 53

1. Introduction

1.1 Abstract

The word 'Workflow' is make into our collective consciousness 'the Flow of Work'. It can be described simply as the movement of documents and tasks through a business process. And also, it is the defined series of tasks within an organization to produce a final outcome. Sophisticated 'Workgroup Computing' applications allow you to define different workflows for different types of jobs. At each