Processual Management Using Intelligent Workflow Systems

During the late 1990s it has become generally accepted in business that process (as opposed to functional) management is an essential element of world-class management. In an increasingly competitive environment, the role of the human manager has been challenged by sophisticated case handling and management systems, variously known as workflow automation, workflow systems and workflow management systems. To date, most of these systems have been implemented to reduce routine clerical and administrative work. They have been seen as a means of automating manual systems and to assist the implementation of Business Process Reengineering. This paper discusses current research into the use of software agents to enhance workflow systems; to provide additional functionality and flexibility; and to address human factors such as individual abilities and preferences.