Workflow Software and Document Management
The workflow engine is a web-based tool that automates business processes and allows proper management and control of both front and back-office processes and procedures.
The workflow environment is entirely web-based and allows business processes to be extended outside the enterprise boundaries to 3rd party agents, regional offices and mobile workers.
A Customer Relationship Management (CRM) interface is built into the workflow engine to allow work to be processed either using work items in an electronic in-box, or to process work related to a customer-driven event such as an e-mail or call.
The workflow engine is ideally suited to tightening up controls, enforceing policies and procedures, tracking employee productivity and measuring adherence to internal and external SLA’s.
The workflow system can be effectively deployed in many business contexts inter alia
- Transport and logistics
- Real estate
Workflow Software: Customer and Work Dimensions
The workflow system is designed to be used from both a work orientated and a customer orientated perspective. This allows any user to initiate an action on a client by looking up a client in the integrated database using convenient search facilities and then to initiate a work-object on that client, for example, processing a statement request, or a loan re-advance.
All work in progress relating to a customer can also be listed and progress examined. Using the work-queues, all work objects appear in the in-box or to do list of the assigned users and this work dimension allows users to efficiently process work allocated to them. Full reporting facilities allow management to draw detailed reports on user performance and also process-related turn-around times, which allows business process bottlenecks to be identified and required changes to be made to eliminate them.
Using the customer relations options, the user can search for customers, add customers as contacts to their contact database or add appointments with customers to their built-in diary facility.
Notes and documents can be added to any client where required, and the notes can be used as a historical record of any client inter-action or other relevant comments for later review.
Workflow System : Checklists
The workflow system provides support for procedural checking and recording of mandatory events to ensure policies and procedures are complied with in a rigid manner where necessary. This allows managers to verify that all steps in a workflow process have been completed as required.
The system tracks the progress of a workflow object and the status view allows a manager to see a high-level view of a work-object’s progress.
Workflow Software: Reports
The workflow system includes detailed reporting facilities to report on various aspects of process and user performance. Additional reports are also possible and can be added to address specific requirements.
Workflow Software: Configuration and BPR
The workflow system includes a graphical configuration tool that allows workflow processes to be easily defined and mapped using a graphical user interface. Business processes that have been defined during a BPR (Business Process Reengineering) exercise can be quickly configured using the tool.
Any changes to the workflow, such as adding and deleting steps or modifying the sequence of steps may be done by the client organisation once trained in the use of the tool.
Workflow Software: Security and Administration
User roles are configured via an administrator login and all users are assigned to various roles according to their function and responsibilities.
Users have unique login id’s and passwords which are vital to uniquely identifying users and verifying that the correct work is assigned to and executed by the various users. The roles assigned also restrict users to only being able to perform tasks that they have privileges for, which is very useful for controlling internal fraud by enforcing separation of duties and limits of authority.
Permissions can also be used to restrict users from being able to retrieve and view sensitive information beyond their assigned privilege level.
Assigned roles are also used to re-allocate work to users with the same role should for example, a user be away from work or should workload imbalances occur and work must be re-assigned from one user to another.
Workflow Software: Architecture
The workflow system is developed as a Microsoft .Net application and is deployed as a web-based application. This allows the workflow to be deployed in a very flexible way throughout an organisation without any geographical restrictions.
Summary of Key Features
- Automatically route, and escalate tasks (cases) based on user-defined rules to individuals or departments.
- Add user-defined fields/forms/folders/images/documents to each case.
- Automatic system generated notifications via e-mail and sms
- Re-allocation of work items should staff be unavailable
- Maintain extensive notes and a complete history of activities about each case.
- Comprehensive reporting on individual work cases : – Time to complete each stage in the process
– Track time spent in each department
– Identification of bottlenecks /overloaded staff
– Measure performance of individual staff members