Introduction What Is Workflow?

Workflow Managemment Systems (WFMS) are specialized types of software systems used to assist in computer supported collaborative work. WFMS are often referred to as workflow automation since they can automate the tasks or activities undertaken by both people and computer resources of an organization. WFMS are often introduced since they support new ways of working as businesses reengineer. They are used in mission critical areas such as in financial services for issuing loans and for common administrative functions such as processing purchase orders.

The Workflow Management Coalition (WfMC) describes workflow as:

"The computerized facilitation or automation of a business process in whole or part."

and a Workflow Management System as:

"A system that defines, creates and manages the execution of workflows through the use of software, running on one or more workflow engines, which is able to interpret the process definition, interact with workflow participants and, where required, invoke the use of IT tools and applications."

As an example of a workflow application, let's return to the clerk investigating a claim on a car insurance policy. The clerk will have to follow a series of steps over days or weeks in deciding whether to settle the claim. Over this period he or she will be dealing with many other similar claims and the documentation associated with them. A workflow system will assist by providing a checklist of tasks to be conducted each day and providing information on the customer and other insurers. The system will permit...