Dwight B. Davis. 1991. "Software That Makes Your Work Flow." Datamation 39, (Apr. 15). 75-78.
This concise article, written in 1991, captures the concept of image-based workflow as routing documents while envisioning the evolution to form-based workflow software. A case study is given of automating correspondence response to US Sprint's customers.
US Sprint receives correspondence from 80,000 to 100,000 of its phone customers each month. Prior to implementing a workflow system from FileNet Corp. for $1.5 million, it took 15- 20 days to respond to a letter. After the implementation of the system, the response time was cut to 5 days, with a 50% reduction in staff and productivity improvements of 70%. Sprint not only digitized and routed the incoming correspondence, but accessed networked databases and presented relevant information in tandem with the image. In some cases the workflow system can place the appropriate information in a form letter with no operator intervention.
The problem of how to measure results of changes in business practices and the introduction of workflow systems is cited as a concern for future workflow systems.
Back to Bibliography