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The Workflow promises are impressive: a more efficient use of your resources, monitor and measure the throughput, embed the company procedures in you software, etc, etc.
Yet much of the potential seems to remain undelivered. Workflow, and the related Business Process Management (BPM) have some characteristics of yet another IT hype.
One problem is that many Workflow packages introduce manufacturing-conveyor-belt principles to information processing. This may work well for fixed and well-defined tasks but is totally unsuitable when the processes are complex and diverse. Your frustration with a recent help-desk call may well be the result of this.
Workflow packages are often also stand-alone or loosely integrated with other core business applications. The user thus has to switch between the Workflow- and other systems.
CaseMaster® implements workflow in the core application and implements it in a non-obtrusive way. You get the benefits from Workflow but with flexibility where it is needed.
The following are some examples of CaseMaster® workflow features as delivered to our clients.
- It is very easy to add functions to the system that show tasks which meet certain criteria and add all the relevant features for the user to deal with these tasks most efficiently
- A complete audit trail is available because the workflow is integrated in the core business system. You can use the audit trail to monitor performance and measure throughput so you have the data to fine-tune your processes even further
- CaseMaster® can also be configured for environments where the next task is defined by strict business rules and not at the discretion of the user
- Workload dashboards can be added for different departments and roles showing the workload in a format best fit-for purpose