Workflow – The Basics

The term “workflow” can be subject to interpretation. In this white paper, we provide you with a definition of the term, as well as a basic rundown of workflow processes.

Dynamic Queues

Workflow automation aims to maximise the value of an organisations most expensive resource; people. However, the majority of processes contain static queues which drastically limit the performance ability of employees. With this style of queue, the general opinion is that the work is assigned to the user, when in actuality; the user is bound to the work. It is a subtle difference, but it drasti­cally changes the functionality of your work- flow.

Static queues are unable to adapt to the changing business environment. What if multiple employees are able to com­plete the same task? What if a user has work items across departments, and not within the same process? These fixed queue’s quickly break down under pressure. Ideally, your workflow should support static queues for simplic­ities sake, while also supporting the enhanced capabili­ties of a content and people centric workflow which utilise dynamic queues. This creates a more powerful and flexible workflow environment.

Dynamic queues consist of all the tasks each employee is subscribed or assigned to, in order of their particu­lar priorities. These queues may have one or many users with access to them, depending on the number of people appointed to each particular task. As work items are com­pleted or priorities change, the dynamic queue will adapt in real time, allowing for your workflow to become a flexi­ble and intuitive part of the business.

Example

  • Bob handles quote requests, invoice processing and order approvals over $5,000.
  • Sue handles invoice processing, new hire processing and order approvals under $5,000.
  • Bob and Sue have separate dashboards – their Dynamic Queues – within their workflow viewer.
  • Bob is currently processing quote requests, when an invoice enters the workflow.
  • Bob and Sue both see this item appear in their Dynamic Queue.
  • Bob’s other quote requests must be completed first, as these are his priority over invoice processing.
  • However, invoice processing has been set as Sue’s top priority.
  • Sue accepts the task and completes it, sending it on to the next checkpoint in the process and it disappears from both Sue and Bob’s Dynamic Queue.
  • Bob’s other quote requests must be completed first, as these are his priority over invoice processing.
  • However, invoice processing has been set as Sue’s top priority.
  • Sue accepts the task and completes it, sending it on to the next checkpoint in the process and it disappears from both Sue and Bob’s Dynamic Queue.
  • In contrast, with fixed queues, tasks are sent only to specific users.
  • If Bob is set up to process all invoices, as this form of workflow cannot handle multiple users with the same responsibilities effectively, then the task enters Bob’s queue.
  • He must finish the quote requests first, as these are his primary responsibility, so those invoice items may not be completed for hours or even days.
  • This example is just one scenario, hundreds of these pro­cesses are happening in all departments across an organi­sation. The bottlenecks and delays quickly add up.

Mobile Support

Mobile support adds another layer of functionality to your content management system; it is the extra horsepower in your ECM engine. Mobile access means workers can approve tasks and route documents anytime, anywhere. Process bottlenecks are drastically reduced when users are empowered with remote access.

Organisations are able to both input information into their system and drive their back end processes through their mobile device.

The AIIM Process Revolution report1 found that 67% of respondents believe mobile technologies are vital in improving business processes. Others have described mobile capabilities as the next frontier in business process improvement.

Even if your organisation is not currently promoting mobile support, it is an important consideration for the future and it may be beneficial to set the foundation within our current system to sup- port remote access when the time comes for your enterprise.