2 research outputs found
The uptake and application of workflow management systems in the UK financial services sector
Workflow management systems (WFMSs) are an important new technology, which are likely
to have a significant impact on the way in which clerical and administrative operations are
organised and executed. This paper seeks to investigate how WFMSs are being exploited
and utilised commercially by UK-based organisations operating in the financial services
sector. In-depth interviews were conducted with fourteen project managers to explore the
development, application and commercial implications of this powerful, yet flexible,
technology. The results indicate that workflow technology has the potential to facilitate
significant changes to the way in which an organisation conducts its business, through the
automation of a wide range of document-intensive operations. Furthermore, when applied in
a well-focussed manner it has the potential to realise significant increases in an
organisation’s flexibility, and productivity, as well as delivering major improvements to the
quality, speed and consistency of customer service
The cultural impact of workflow management systems in the financial services sector
The implementation of information systems is increasingly resulting in significant
changes to the host organisation’s culture. In particular, the workflow management system
(WFMS) is one new technology that, because of its tendency to have a direct impact on the
organisation and execution of work, has the potential to significantly modify an organisation’s
culture. This qualitative research investigates the nature of the relationship between WFMS
and organisational culture, in the UK financial services sector The research concludes that
WFMS have the potential to modify culture in a positive way by improving the organisations
customer orientation, flexibility and quality focus