Problem Statement

The support of business processes through workflow technology promises significant efficiency gains through the automation of routine decisions, the automated assignment of pending activities to performers and the supervision of processes according to a standardized workflow model. The penetration of workflow systems in the industry has increased in the past years, but except for individual case studies (compare Fischer 1997, 1998, 2000, 2001), no studies about the critical success factors of process automation projects exist. The lack of these studies results in the absence of an agreed-upon methodology for successful workflow project design.

Project Description

The aim of the proposed project is to identify critical success factors and best practices for process automation projects. In order to achieve this goal, we will conduct a state-of-the-art survey of workflow management and process automation in today’s economy. During an initial pilot study with a select number of CIOs, the major advantages and shortcomings of process automation technology, as well as current approaches to process automation projects will be identified. Based on these results, a large scale survey of companies within the U.S. will be conducted. Using the responses of this survey the following questions will be studied in detail: What is the penetration of workflow technology in today’s economy? Which enterprises are using it, which processes are supported, and which technology is employed? What are the major benefits and shortcomings of process automation software? What are obstacles in process automation projects and how can they be overcome? What is the organizational impact of process automation technology? The answers to these questions will give CIOs and process managers an indication, concerning which techniques and technologies should be employed to ensure the success of a process automation project.

References

Fischer, Layna: Excellence in Practice. Innovation and Excellence in Workflow and Imaging. Vol. I-IV. Future Strategies, Lighthouse Point, FL, 1997, 1998, 2000, 2001.