Workflow Is Out - Case Management Is the Future
Workflows implement whole or parts of business processes, which have been defined and designed in advance. How many times have the people been asked for verifying and validating workflow specifications or use-case descriptions and to indicate with their signature that they're are complete and correct, thus enabling IT-people to get started with the workflow implementation? And how many times this worked-out well?. It is an illusion to think, that the daily activities of their knowledge workers are pre-definable, otherwise it would be more than accurate to fully automate these processes and replace people with machines. But in most of the cases one cannot replace people as well as management just cannot ignore business processes.