How Workflow Systems Facilitate Business Process Reengineering and Improvement

This paper investigates the relationship between workflow systems and business process reengineering and improvement. The study is based on a real case study at the “Centre Régional d’Investissement” (CRI) of Marrakech, Morocco. The CRI is entrusted to coordinate various investment projects at the regional level. Our previous work has shown that workflow system can be a basis for business process reengineering. However, for continuous process improvement, the system has shown to be insufficient as it fails to deal with exceptions and problem resolutions that informal communications provide. However, when this system is augmented with an expanded corporate memory system that includes social tools, to capture informal communication and data, we are closer to a more complete system that facilitates business process reengineering and improvement.