Abstract
Work flow 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 organized and executed. This paper seeks to investigate how WFMSs are being exploited and used commercially by UK-based organizations operating in the financial services sector. In-depth interviews were conducted with 14 project managers to explore the development, application and commercial implications of this powerful yet flexible technology. The results indicate that work flow technology has the potential to facilitate significant changes in the way in which an organization conducts its business, through the automation of a wide range of document-intensive operations. Furthermore, when applied in a well-focused manner, it has the potential to realize significant increases in an organization's flexibility and productivity, as well as delivering major improvements to the quality, speed and consistency of customer service.
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