Understanding Workflow in 2023: Definition and Examples for Effective Management
Workflow and workflow management are essential concepts in business operations in 2023. This comprehensive guide explains everything you need to know about workflow including definition, components, examples, and best practices to optimize workflows for productivity.
Workflow refers to the step-by-step sequence of procedural tasks within a work environment that takes a case or work item from initiation to completion. It is the chronological progression of work through a business process, involving the flow of work between people, systems, and tools. Workflow encompasses everything that happens to a case or work item from start to finish. Understanding and optimizing workflow is critical for efficient operations in 2023 and beyond.
What Exactly is Workflow?
Workflow Definition and Concept
The concept of workflow has been around for many decades, encompassing the sequential steps and tasks required to complete a process. Workflow provides an outline of the necessary activities, people, resources, and information flows needed to move work towards completion.
Workflow can be defined as:
The end-to-end process required to complete a task, case or work item, from initiation or input through to completion including all sequential steps, stakeholders, systems and tasks in between.
For example, consider the workflow required to fulfill and ship an order to a customer. This may involve steps such as:
Receiving the sales order
Validating inventory availability
Pulling and packing the goods
Generating shipping documents
Coordinating courier pickup
Marking order as complete
The workflow maps out the required sequence of steps and activities from the initial order receipt through to final delivery.
Understanding the concept of workflow is important for modeling, analyzing, and improving business operations and processes. Workflow provides a complete outline of what needs to happen to fully complete a unit of work.
Why Workflow Matters
Workflow is essential for managing the handoff of work between employees, departments, and systems within an organization. Workflow ensures:
Consistency in processes and outputs
Clarity on required steps and sequential tasks
Visibility into bottlenecks, blockages, and pain points
Accountability for each activity and workload
Efficient coordination between teams and tools
Without clearly defined workflow, processes are ambiguous, inconsistent, prone to errors, and difficult to improve. Documenting workflow establishes a standard operating procedure for critical business activities.
Effective use of workflow leads to increased productivity, cost reduction, faster cycle times, and improved quality.
Types of Workflow
There are various types of workflow seen across business functions, depending on the complexity and nature of the process.
Sequential Workflow
A sequential workflow involves a pre-defined series of sequential steps or tasks that must be completed in a strict order. Each step starts only after the previous step is finished, in a simple linear sequence.
For example, an employee onboarding process may require completion of orientation, safety training, system access creation, equipment allocation, etc. in a fixed chronological order.
Sequential workflows are predictable and easy to manage. However, they are less flexible and offer minimal customization ability.
Parallel / Simultaneous Workflow
A parallel workflow contains simultaneous strands of activity that can run concurrently. Different steps can execute at the same time independently.
Software development often uses parallel workflows. Coders can independently work on different application modules, which then integrate together in final testing. Quality assurance can also start validating earlier modules while others are still in progress.
Parallel workflows enable accelerated processing and completion but require coordination of concurrent activities.
Branching Workflow
A branching workflow introduces decision points that channel the workflow down alternate paths based on specific rules, criteria or user input.
For example, an eCommerce order workflow may branch to shipping or billing based on the payment method selected by the customer. A credit application workflow branches for approval vs. decline based on credit score.
Branching provides flexibility to adapt the workflow based on changing conditions and events. However, it also introduces complexity.
Iterative Workflow
An iterative workflow repeats a loop of tasks or activities multiple times as needed. Iterations continue until a defined goal or endpoint criteria is achieved.
Software development uses iterative workflows for repeated testing and refinement of applications until all defects have been resolved and tested.
Iterative workflows allow progressive improvement but can be challenging to manage if iterations are unpredictable.
Ad Hoc Workflow
An ad hoc workflow is the most flexible and dynamic type of workflow. It allows users to modify activities on the fly based on changing needs. There is no pre-defined sequence – the workflow evolves as execution progresses.
Ad hoc workflows are common for creative processes with lots of unknowns like film production, research projects, and new product development. They offer maximum flexibility but are difficult to track and manage.
Components of a Workflow
While workflow types vary, most robust workflows share common components that enable smooth end-to-end execution of work:
Inputs / Triggers
The input or trigger event that kicks off the workflow execution. For example:
New customer order
Employee termination notice
Request for proposal received
Monthly payroll processing date
The input provides the impetus for initiating the workflow and may include useful metadata to guide subsequent activities.
Workflow Steps and Tasks
The logical, chronological sequence of distinct activities and work units that must be completed to accomplish the workflow from start to finish.
For example, key steps in a software testing workflow may include: test case preparation, system validation, defect logging, bug fixing, regression testing, and approval.
People / Roles
The human resources involved in each step of the workflow, with clearly defined responsibilities.
Workflow steps are typically assigned to roles rather than specific individuals to provide flexibility. Roles may include process initiators, reviewers, approvers, processors, inspectors, and other stakeholders.
Systems, Applications, Tools
The underlying IT systems, software, applications, and tools used to accomplish the required tasks and steps in the workflow.
Systems provide automation support for workflow execution. This may include apps for document creation, data capture, databases, process engines, communication tools, and more.
Information / Data
The information required for workflow tasks, which flows between steps, systems, and users. Information may include documents, forms, comments, notes, process metadata, approvals, and more.
Smooth information flow ensures downstream users have needed context and assets to complete subsequent tasks.
Rules / Logic
Guidelines, policies, and business rules that govern aspects of the workflow behavior.
For example, order value thresholds that determine purchase approval requirements, or product criteria mapping shipments to distribution centers.
Rules create standards and consistency for workflow execution.
Tracking / Monitoring
Ability to track workflow status in real-time to spot bottlenecks, identify stuck tasks, and generally monitor performance.
Tracking provides visibility into workflow health and bottlenecks. Typical metrics include activity duration, queue lengths, service levels, and overall cycle time.
Decision Points
Decision branches or gateways that re-direct the workflow path based on defined criteria such as user input, process data, or business rules.
For example, a decision point may check order value and branch to a manager approval step if above a threshold. Decision points introduce flexibility and customization ability.
Outputs
The final output, product, service or result generated by the complete workflow. This may include a shipped product, closed account, approved claim, published content, or other result.
Notifications / Communication
Proactive communications to inform users of pending workflow tasks, reminders, approvals, and alerts if workflows stall.
Notifications ensure tasks are completed in a timely manner and issues are promptly resolved. Communication helps coordinate workflow hand-offs.
Examples of Workflows Across Business Functions
Workflow is ubiquitous across organizations and applies to many common business processes. Some examples include:
Employee Onboarding Workflow
The sequence of activities required to fully integrate a new hire including tasks like background check, orientation, training, systems access, equipment allocation, introductions, and any other onboarding steps.
IT Ticket Resolution Workflow
The typical steps involved in diagnosing, troubleshooting, resolving, documenting, and closing an end user incident and service request.
Project Management Workflows
The workflows inherent in initiating, planning, executing, monitoring, controlling, and closing project activities spanning task dependencies, approvals, issues management, change control, communications, and more.
Content Marketing Workflow
The sequence of creating, reviewing, revising, approving, and publishing new marketing content across formats like blogs, videos, social posts, and more.
Order Processing Workflow
Receiving a sales order, validating credit and inventory, reserving stock, picking and packing, shipping, invoicing, and recording against the order.
Claims Processing Workflow
The progression of steps to evaluate an insurance claim including assignment, investigation, estimation, adjudication, settlement, and closure.
Procurement Workflow
Raising a purchase requisition, obtaining approvals, issuing a purchase order, receiving goods, processing invoices, payment, and reconciliation.
Software Testing Workflow
The typical stages of test planning, case prep, system validation, bug fixing, regression testing, UAT, and final approval involved in software QA.
Accounting Period Close Workflow
Steps to finalize periodic books including transaction processing, reconciliations, journal entries, financial report generation, approvals, and audit.
Transaction Authorization Workflow
Fraud and risk assessment steps to validate transactions such as payments, trades, withdrawals, and credit applications against configured rules engines.
Manufacturing Workflow
The progression of transforming raw materials into finished, packaged products ready for distribution and sale.
Why is Workflow Optimization Important?
Smooth end-to-end workflow is the lifeblood of business operations. However, workflows often degrade over time accumulating inefficiencies due to changes in systems, processes, and staffing. Common issues such as bottlenecks, duplicative steps, unclear roles, and lack of automation drag down productivity and quality.
Actively managing and optimizing workflows provides numerous benefits:
Improved Efficiency
Eliminating wasted or redundant steps accelerates workflows and allows resources to focus on value-added activities.
Increased Productivity
Streamlined workflows remove bottlenecks so staff can achieve more. Automation also boosts throughput.
Cost Savings
Faster cycle times translate directly into cost savings from higher throughput with fixed resources. Less rework also reduces costs.
Higher Quality
Improved consistency and reduced manual activities enhance output quality with fewer errors and defects.
Enhanced Visibility
Data-driven insights into workflow health including bottlenecks, service levels, and cycle times support continuous improvement.
Improved Compliance
Standardized workflows with proper controls and approval steps reduce risk of regulatory or policy violations.
Best Practices for Workflow Optimization
Optimizing workflows requires both continuous incremental improvements and periodic major overhauls. Some key workflow optimization best practices include:
Map Current Workflows
Diagramming out all end-to-end process steps, hand-offs, systems, and decisions provides the baseline understanding to optimize.
Simplify Where Possible
Look for opportunities to consolidate steps, remove redundant approvals, minimize status meetings, and streamline wherever feasible.
Clarify Roles and Responsibilities
Ensure each step has a clear owner accountable for timely and accurate completion. Eliminate gaps.
Standardize and Document
Formalize standardized workflows with visual diagrams, written procedures, templates, forms, and training.
Incorporate Metrics-Based Monitoring
Collect cycle times, service levels, delays, defects, and other metrics to guide data-driven workflow optimization.
Analyze Bottlenecks and Gaps
Identify constraints limiting workflow performance and address root causes through adding resources or automation.
Implement Workflow Management Systems
Robust workflow automation tools allocate tasks, enforce rules, provide visibility, and optimize flows.
Continuously Evaluate and Improve
Regularly assess workflows for improvement opportunities and implement changes through PDCA cycles.
Embrace Change Management
New optimized workflows often face resistance. Engage stakeholders through training and communication.
Following these best practices requires both project-based workflow improvement initiatives as well as building continuous workflow optimization into daily operations.
Key Elements of Effective Workflow Management
Beyond pure workflow design, effectively managing workflows on an ongoing basis is critical. Some key elements of mature workflow management include:
Well-Defined Workflows
Detailed documentation of standardized workflows with clear written procedures, visual diagrams, and training.
Role Clarity
Explicit understanding of each role's workflow responsibilities and hand-offs between roles.
Workflow Visibility and Tracking
Real-time tracking of workflow status and performance metrics to identify issues quickly.
Open Communications
Clear notifications and communications to coordinate hand-offs, re-assign tasks, and escalate exceptions.
Automation
Automated workflow schedules, alerts, and rules to improve efficiency and consistency.
Continuous Improvement
Regular root cause analysis of bottlenecks and gaps to drive incremental workflow enhancements.
Aligned Systems and Data
Integrated systems that provide seamless data flow and hand-offs between workflow steps.
Organizational Alignment
Appropriate resourcing, training, and reward systems to support smooth end-to-end workflows.
Building these capabilities requires both technology solutions and management focus on workflows as a priority.
Software for Workflow Management
Specialized workflow management software and business process automation tools allow companies to model, execute, monitor, and optimize workflows. Features include:
Process Modeling - Intuitive drag-and-drop tools to map and document workflows and business processes.
Forms and Templates - Standard electronic templates for capturing data within workflows.
Pre-Defined Workflows - Common workflows pre-built for horizontal processes like onboarding, approvals, issues management, etc.
Rules Engine - Ability to build business rules and logic to automate decision points and route work.
Notifications and Alerts - Proactive reminders and notifications to coordinate workflows and manage hand-offs.
Workflow Scheduling - Tools for designing workflow timelines including sequential and parallel tracks.
Task Allocation - Assignment of workflow steps and tasks to appropriate users or groups.
Tracking and Monitoring - Real-time workflow tracking with dashboard metrics and SLAs.
Mobile Access - Ability to participate in workflows via mobile devices.
Analytics - Reporting and intelligence to analyze workflow performance.
Integration - Connectors to sync workflow data and steps with surrounding systems like HR, ERP, CRM, and custom applications.
Leading tools like Kissflow, Nintex, Zoho, and monday.com provide robust workflow automation capabilities.
Key Takeaways and Recommendations
Workflow describes the chronological progression of tasks required to complete business processes.
Well designed workflows improve efficiency, quality, consistency, compliance, and visibility.
Key components in an effective workflow process include triggers, steps, roles, systems, rules, tracking, notifications, and hand-offs.
Actively analyzing and optimizing workflows eliminates bottlenecks and streamlines operations.
Common pitfalls include lack of documentation, role confusion, metric blindness, and inadequate automation.
Robust workflow management practices and supporting software tools help manage and enhance workflows on an ongoing basis.
In summary, workflow is the lifeblood of operations. Leading organizations recognize the benefits of optimizing workflows and invest in ongoing workflow management as a core competency. They balance defined standards with continuous incremental enhancements guided by data and employee feedback. Establishing this balance positions companies to maximize productivity and gain competitive advantage.
Understanding Workflow in 2023: Definition and Examples for Effective Management
Workflow and workflow management are essential concepts in business operations in 2023. This comprehensive guide explains everything you need to know about workflow including definition, components, examples, and best practices to optimize workflows for productivity.
Workflow refers to the step-by-step sequence of procedural tasks within a work environment that takes a case or work item from initiation to completion. It is the chronological progression of work through a business process, involving the flow of work between people, systems, and tools. Workflow encompasses everything that happens to a case or work item from start to finish. Understanding and optimizing workflow is critical for efficient operations in 2023 and beyond.
What Exactly is Workflow?
Workflow Definition and Concept
The concept of workflow has been around for many decades, encompassing the sequential steps and tasks required to complete a process. Workflow provides an outline of the necessary activities, people, resources, and information flows needed to move work towards completion.
Workflow can be defined as:
The end-to-end process required to complete a task, case or work item, from initiation or input through to completion including all sequential steps, stakeholders, systems and tasks in between.
For example, consider the workflow required to fulfill and ship an order to a customer. This may involve steps such as:
Receiving the sales order
Validating inventory availability
Pulling and packing the goods
Generating shipping documents
Coordinating courier pickup
Marking order as complete
The workflow maps out the required sequence of steps and activities from the initial order receipt through to final delivery.
Understanding the concept of workflow is important for modeling, analyzing, and improving business operations and processes. Workflow provides a complete outline of what needs to happen to fully complete a unit of work.
Why Workflow Matters
Workflow is essential for managing the handoff of work between employees, departments, and systems within an organization. Workflow ensures:
Consistency in processes and outputs
Clarity on required steps and sequential tasks
Visibility into bottlenecks, blockages, and pain points
Accountability for each activity and workload
Efficient coordination between teams and tools
Without clearly defined workflow, processes are ambiguous, inconsistent, prone to errors, and difficult to improve. Documenting workflow establishes a standard operating procedure for critical business activities.
Effective use of workflow leads to increased productivity, cost reduction, faster cycle times, and improved quality.
Types of Workflow
There are various types of workflow seen across business functions, depending on the complexity and nature of the process.
Sequential Workflow
A sequential workflow involves a pre-defined series of sequential steps or tasks that must be completed in a strict order. Each step starts only after the previous step is finished, in a simple linear sequence.
For example, an employee onboarding process may require completion of orientation, safety training, system access creation, equipment allocation, etc. in a fixed chronological order.
Sequential workflows are predictable and easy to manage. However, they are less flexible and offer minimal customization ability.
Parallel / Simultaneous Workflow
A parallel workflow contains simultaneous strands of activity that can run concurrently. Different steps can execute at the same time independently.
Software development often uses parallel workflows. Coders can independently work on different application modules, which then integrate together in final testing. Quality assurance can also start validating earlier modules while others are still in progress.
Parallel workflows enable accelerated processing and completion but require coordination of concurrent activities.
Branching Workflow
A branching workflow introduces decision points that channel the workflow down alternate paths based on specific rules, criteria or user input.
For example, an eCommerce order workflow may branch to shipping or billing based on the payment method selected by the customer. A credit application workflow branches for approval vs. decline based on credit score.
Branching provides flexibility to adapt the workflow based on changing conditions and events. However, it also introduces complexity.
Iterative Workflow
An iterative workflow repeats a loop of tasks or activities multiple times as needed. Iterations continue until a defined goal or endpoint criteria is achieved.
Software development uses iterative workflows for repeated testing and refinement of applications until all defects have been resolved and tested.
Iterative workflows allow progressive improvement but can be challenging to manage if iterations are unpredictable.
Ad Hoc Workflow
An ad hoc workflow is the most flexible and dynamic type of workflow. It allows users to modify activities on the fly based on changing needs. There is no pre-defined sequence – the workflow evolves as execution progresses.
Ad hoc workflows are common for creative processes with lots of unknowns like film production, research projects, and new product development. They offer maximum flexibility but are difficult to track and manage.
Components of a Workflow
While workflow types vary, most robust workflows share common components that enable smooth end-to-end execution of work:
Inputs / Triggers
The input or trigger event that kicks off the workflow execution. For example:
New customer order
Employee termination notice
Request for proposal received
Monthly payroll processing date
The input provides the impetus for initiating the workflow and may include useful metadata to guide subsequent activities.
Workflow Steps and Tasks
The logical, chronological sequence of distinct activities and work units that must be completed to accomplish the workflow from start to finish.
For example, key steps in a software testing workflow may include: test case preparation, system validation, defect logging, bug fixing, regression testing, and approval.
People / Roles
The human resources involved in each step of the workflow, with clearly defined responsibilities.
Workflow steps are typically assigned to roles rather than specific individuals to provide flexibility. Roles may include process initiators, reviewers, approvers, processors, inspectors, and other stakeholders.
Systems, Applications, Tools
The underlying IT systems, software, applications, and tools used to accomplish the required tasks and steps in the workflow.
Systems provide automation support for workflow execution. This may include apps for document creation, data capture, databases, process engines, communication tools, and more.
Information / Data
The information required for workflow tasks, which flows between steps, systems, and users. Information may include documents, forms, comments, notes, process metadata, approvals, and more.
Smooth information flow ensures downstream users have needed context and assets to complete subsequent tasks.
Rules / Logic
Guidelines, policies, and business rules that govern aspects of the workflow behavior.
For example, order value thresholds that determine purchase approval requirements, or product criteria mapping shipments to distribution centers.
Rules create standards and consistency for workflow execution.
Tracking / Monitoring
Ability to track workflow status in real-time to spot bottlenecks, identify stuck tasks, and generally monitor performance.
Tracking provides visibility into workflow health and bottlenecks. Typical metrics include activity duration, queue lengths, service levels, and overall cycle time.
Decision Points
Decision branches or gateways that re-direct the workflow path based on defined criteria such as user input, process data, or business rules.
For example, a decision point may check order value and branch to a manager approval step if above a threshold. Decision points introduce flexibility and customization ability.
Outputs
The final output, product, service or result generated by the complete workflow. This may include a shipped product, closed account, approved claim, published content, or other result.
Notifications / Communication
Proactive communications to inform users of pending workflow tasks, reminders, approvals, and alerts if workflows stall.
Notifications ensure tasks are completed in a timely manner and issues are promptly resolved. Communication helps coordinate workflow hand-offs.
Examples of Workflows Across Business Functions
Workflow is ubiquitous across organizations and applies to many common business processes. Some examples include:
Employee Onboarding Workflow
The sequence of activities required to fully integrate a new hire including tasks like background check, orientation, training, systems access, equipment allocation, introductions, and any other onboarding steps.
IT Ticket Resolution Workflow
The typical steps involved in diagnosing, troubleshooting, resolving, documenting, and closing an end user incident and service request.
Project Management Workflows
The workflows inherent in initiating, planning, executing, monitoring, controlling, and closing project activities spanning task dependencies, approvals, issues management, change control, communications, and more.
Content Marketing Workflow
The sequence of creating, reviewing, revising, approving, and publishing new marketing content across formats like blogs, videos, social posts, and more.
Order Processing Workflow
Receiving a sales order, validating credit and inventory, reserving stock, picking and packing, shipping, invoicing, and recording against the order.
Claims Processing Workflow
The progression of steps to evaluate an insurance claim including assignment, investigation, estimation, adjudication, settlement, and closure.
Procurement Workflow
Raising a purchase requisition, obtaining approvals, issuing a purchase order, receiving goods, processing invoices, payment, and reconciliation.
Software Testing Workflow
The typical stages of test planning, case prep, system validation, bug fixing, regression testing, UAT, and final approval involved in software QA.
Accounting Period Close Workflow
Steps to finalize periodic books including transaction processing, reconciliations, journal entries, financial report generation, approvals, and audit.
Transaction Authorization Workflow
Fraud and risk assessment steps to validate transactions such as payments, trades, withdrawals, and credit applications against configured rules engines.
Manufacturing Workflow
The progression of transforming raw materials into finished, packaged products ready for distribution and sale.
Why is Workflow Optimization Important?
Smooth end-to-end workflow is the lifeblood of business operations. However, workflows often degrade over time accumulating inefficiencies due to changes in systems, processes, and staffing. Common issues such as bottlenecks, duplicative steps, unclear roles, and lack of automation drag down productivity and quality.
Actively managing and optimizing workflows provides numerous benefits:
Improved Efficiency
Eliminating wasted or redundant steps accelerates workflows and allows resources to focus on value-added activities.
Increased Productivity
Streamlined workflows remove bottlenecks so staff can achieve more. Automation also boosts throughput.
Cost Savings
Faster cycle times translate directly into cost savings from higher throughput with fixed resources. Less rework also reduces costs.
Higher Quality
Improved consistency and reduced manual activities enhance output quality with fewer errors and defects.
Enhanced Visibility
Data-driven insights into workflow health including bottlenecks, service levels, and cycle times support continuous improvement.
Improved Compliance
Standardized workflows with proper controls and approval steps reduce risk of regulatory or policy violations.
Best Practices for Workflow Optimization
Optimizing workflows requires both continuous incremental improvements and periodic major overhauls. Some key workflow optimization best practices include:
Map Current Workflows
Diagramming out all end-to-end process steps, hand-offs, systems, and decisions provides the baseline understanding to optimize.
Simplify Where Possible
Look for opportunities to consolidate steps, remove redundant approvals, minimize status meetings, and streamline wherever feasible.
Clarify Roles and Responsibilities
Ensure each step has a clear owner accountable for timely and accurate completion. Eliminate gaps.
Standardize and Document
Formalize standardized workflows with visual diagrams, written procedures, templates, forms, and training.
Incorporate Metrics-Based Monitoring
Collect cycle times, service levels, delays, defects, and other metrics to guide data-driven workflow optimization.
Analyze Bottlenecks and Gaps
Identify constraints limiting workflow performance and address root causes through adding resources or automation.
Implement Workflow Management Systems
Robust workflow automation tools allocate tasks, enforce rules, provide visibility, and optimize flows.
Continuously Evaluate and Improve
Regularly assess workflows for improvement opportunities and implement changes through PDCA cycles.
Embrace Change Management
New optimized workflows often face resistance. Engage stakeholders through training and communication.
Following these best practices requires both project-based workflow improvement initiatives as well as building continuous workflow optimization into daily operations.
Key Elements of Effective Workflow Management
Beyond pure workflow design, effectively managing workflows on an ongoing basis is critical. Some key elements of mature workflow management include:
Well-Defined Workflows
Detailed documentation of standardized workflows with clear written procedures, visual diagrams, and training.
Role Clarity
Explicit understanding of each role's workflow responsibilities and hand-offs between roles.
Workflow Visibility and Tracking
Real-time tracking of workflow status and performance metrics to identify issues quickly.
Open Communications
Clear notifications and communications to coordinate hand-offs, re-assign tasks, and escalate exceptions.
Automation
Automated workflow schedules, alerts, and rules to improve efficiency and consistency.
Continuous Improvement
Regular root cause analysis of bottlenecks and gaps to drive incremental workflow enhancements.
Aligned Systems and Data
Integrated systems that provide seamless data flow and hand-offs between workflow steps.
Organizational Alignment
Appropriate resourcing, training, and reward systems to support smooth end-to-end workflows.
Building these capabilities requires both technology solutions and management focus on workflows as a priority.
Software for Workflow Management
Specialized workflow management software and business process automation tools allow companies to model, execute, monitor, and optimize workflows. Features include:
Process Modeling - Intuitive drag-and-drop tools to map and document workflows and business processes.
Forms and Templates - Standard electronic templates for capturing data within workflows.
Pre-Defined Workflows - Common workflows pre-built for horizontal processes like onboarding, approvals, issues management, etc.
Rules Engine - Ability to build business rules and logic to automate decision points and route work.
Notifications and Alerts - Proactive reminders and notifications to coordinate workflows and manage hand-offs.
Workflow Scheduling - Tools for designing workflow timelines including sequential and parallel tracks.
Task Allocation - Assignment of workflow steps and tasks to appropriate users or groups.
Tracking and Monitoring - Real-time workflow tracking with dashboard metrics and SLAs.
Mobile Access - Ability to participate in workflows via mobile devices.
Analytics - Reporting and intelligence to analyze workflow performance.
Integration - Connectors to sync workflow data and steps with surrounding systems like HR, ERP, CRM, and custom applications.
Leading tools like Kissflow, Nintex, Zoho, and monday.com provide robust workflow automation capabilities.
Key Takeaways and Recommendations
Workflow describes the chronological progression of tasks required to complete business processes.
Well designed workflows improve efficiency, quality, consistency, compliance, and visibility.
Key components in an effective workflow process include triggers, steps, roles, systems, rules, tracking, notifications, and hand-offs.
Actively analyzing and optimizing workflows eliminates bottlenecks and streamlines operations.
Common pitfalls include lack of documentation, role confusion, metric blindness, and inadequate automation.
Robust workflow management practices and supporting software tools help manage and enhance workflows on an ongoing basis.
In summary, workflow is the lifeblood of operations. Leading organizations recognize the benefits of optimizing workflows and invest in ongoing workflow management as a core competency. They balance defined standards with continuous incremental enhancements guided by data and employee feedback. Establishing this balance positions companies to maximize productivity and gain competitive advantage.
Understanding Workflow in 2023: Definition and Examples for Effective Management
Workflow and workflow management are essential concepts in business operations in 2023. This comprehensive guide explains everything you need to know about workflow including definition, components, examples, and best practices to optimize workflows for productivity.
Workflow refers to the step-by-step sequence of procedural tasks within a work environment that takes a case or work item from initiation to completion. It is the chronological progression of work through a business process, involving the flow of work between people, systems, and tools. Workflow encompasses everything that happens to a case or work item from start to finish. Understanding and optimizing workflow is critical for efficient operations in 2023 and beyond.
What Exactly is Workflow?
Workflow Definition and Concept
The concept of workflow has been around for many decades, encompassing the sequential steps and tasks required to complete a process. Workflow provides an outline of the necessary activities, people, resources, and information flows needed to move work towards completion.
Workflow can be defined as:
The end-to-end process required to complete a task, case or work item, from initiation or input through to completion including all sequential steps, stakeholders, systems and tasks in between.
For example, consider the workflow required to fulfill and ship an order to a customer. This may involve steps such as:
Receiving the sales order
Validating inventory availability
Pulling and packing the goods
Generating shipping documents
Coordinating courier pickup
Marking order as complete
The workflow maps out the required sequence of steps and activities from the initial order receipt through to final delivery.
Understanding the concept of workflow is important for modeling, analyzing, and improving business operations and processes. Workflow provides a complete outline of what needs to happen to fully complete a unit of work.
Why Workflow Matters
Workflow is essential for managing the handoff of work between employees, departments, and systems within an organization. Workflow ensures:
Consistency in processes and outputs
Clarity on required steps and sequential tasks
Visibility into bottlenecks, blockages, and pain points
Accountability for each activity and workload
Efficient coordination between teams and tools
Without clearly defined workflow, processes are ambiguous, inconsistent, prone to errors, and difficult to improve. Documenting workflow establishes a standard operating procedure for critical business activities.
Effective use of workflow leads to increased productivity, cost reduction, faster cycle times, and improved quality.
Types of Workflow
There are various types of workflow seen across business functions, depending on the complexity and nature of the process.
Sequential Workflow
A sequential workflow involves a pre-defined series of sequential steps or tasks that must be completed in a strict order. Each step starts only after the previous step is finished, in a simple linear sequence.
For example, an employee onboarding process may require completion of orientation, safety training, system access creation, equipment allocation, etc. in a fixed chronological order.
Sequential workflows are predictable and easy to manage. However, they are less flexible and offer minimal customization ability.
Parallel / Simultaneous Workflow
A parallel workflow contains simultaneous strands of activity that can run concurrently. Different steps can execute at the same time independently.
Software development often uses parallel workflows. Coders can independently work on different application modules, which then integrate together in final testing. Quality assurance can also start validating earlier modules while others are still in progress.
Parallel workflows enable accelerated processing and completion but require coordination of concurrent activities.
Branching Workflow
A branching workflow introduces decision points that channel the workflow down alternate paths based on specific rules, criteria or user input.
For example, an eCommerce order workflow may branch to shipping or billing based on the payment method selected by the customer. A credit application workflow branches for approval vs. decline based on credit score.
Branching provides flexibility to adapt the workflow based on changing conditions and events. However, it also introduces complexity.
Iterative Workflow
An iterative workflow repeats a loop of tasks or activities multiple times as needed. Iterations continue until a defined goal or endpoint criteria is achieved.
Software development uses iterative workflows for repeated testing and refinement of applications until all defects have been resolved and tested.
Iterative workflows allow progressive improvement but can be challenging to manage if iterations are unpredictable.
Ad Hoc Workflow
An ad hoc workflow is the most flexible and dynamic type of workflow. It allows users to modify activities on the fly based on changing needs. There is no pre-defined sequence – the workflow evolves as execution progresses.
Ad hoc workflows are common for creative processes with lots of unknowns like film production, research projects, and new product development. They offer maximum flexibility but are difficult to track and manage.
Components of a Workflow
While workflow types vary, most robust workflows share common components that enable smooth end-to-end execution of work:
Inputs / Triggers
The input or trigger event that kicks off the workflow execution. For example:
New customer order
Employee termination notice
Request for proposal received
Monthly payroll processing date
The input provides the impetus for initiating the workflow and may include useful metadata to guide subsequent activities.
Workflow Steps and Tasks
The logical, chronological sequence of distinct activities and work units that must be completed to accomplish the workflow from start to finish.
For example, key steps in a software testing workflow may include: test case preparation, system validation, defect logging, bug fixing, regression testing, and approval.
People / Roles
The human resources involved in each step of the workflow, with clearly defined responsibilities.
Workflow steps are typically assigned to roles rather than specific individuals to provide flexibility. Roles may include process initiators, reviewers, approvers, processors, inspectors, and other stakeholders.
Systems, Applications, Tools
The underlying IT systems, software, applications, and tools used to accomplish the required tasks and steps in the workflow.
Systems provide automation support for workflow execution. This may include apps for document creation, data capture, databases, process engines, communication tools, and more.
Information / Data
The information required for workflow tasks, which flows between steps, systems, and users. Information may include documents, forms, comments, notes, process metadata, approvals, and more.
Smooth information flow ensures downstream users have needed context and assets to complete subsequent tasks.
Rules / Logic
Guidelines, policies, and business rules that govern aspects of the workflow behavior.
For example, order value thresholds that determine purchase approval requirements, or product criteria mapping shipments to distribution centers.
Rules create standards and consistency for workflow execution.
Tracking / Monitoring
Ability to track workflow status in real-time to spot bottlenecks, identify stuck tasks, and generally monitor performance.
Tracking provides visibility into workflow health and bottlenecks. Typical metrics include activity duration, queue lengths, service levels, and overall cycle time.
Decision Points
Decision branches or gateways that re-direct the workflow path based on defined criteria such as user input, process data, or business rules.
For example, a decision point may check order value and branch to a manager approval step if above a threshold. Decision points introduce flexibility and customization ability.
Outputs
The final output, product, service or result generated by the complete workflow. This may include a shipped product, closed account, approved claim, published content, or other result.
Notifications / Communication
Proactive communications to inform users of pending workflow tasks, reminders, approvals, and alerts if workflows stall.
Notifications ensure tasks are completed in a timely manner and issues are promptly resolved. Communication helps coordinate workflow hand-offs.
Examples of Workflows Across Business Functions
Workflow is ubiquitous across organizations and applies to many common business processes. Some examples include:
Employee Onboarding Workflow
The sequence of activities required to fully integrate a new hire including tasks like background check, orientation, training, systems access, equipment allocation, introductions, and any other onboarding steps.
IT Ticket Resolution Workflow
The typical steps involved in diagnosing, troubleshooting, resolving, documenting, and closing an end user incident and service request.
Project Management Workflows
The workflows inherent in initiating, planning, executing, monitoring, controlling, and closing project activities spanning task dependencies, approvals, issues management, change control, communications, and more.
Content Marketing Workflow
The sequence of creating, reviewing, revising, approving, and publishing new marketing content across formats like blogs, videos, social posts, and more.
Order Processing Workflow
Receiving a sales order, validating credit and inventory, reserving stock, picking and packing, shipping, invoicing, and recording against the order.
Claims Processing Workflow
The progression of steps to evaluate an insurance claim including assignment, investigation, estimation, adjudication, settlement, and closure.
Procurement Workflow
Raising a purchase requisition, obtaining approvals, issuing a purchase order, receiving goods, processing invoices, payment, and reconciliation.
Software Testing Workflow
The typical stages of test planning, case prep, system validation, bug fixing, regression testing, UAT, and final approval involved in software QA.
Accounting Period Close Workflow
Steps to finalize periodic books including transaction processing, reconciliations, journal entries, financial report generation, approvals, and audit.
Transaction Authorization Workflow
Fraud and risk assessment steps to validate transactions such as payments, trades, withdrawals, and credit applications against configured rules engines.
Manufacturing Workflow
The progression of transforming raw materials into finished, packaged products ready for distribution and sale.
Why is Workflow Optimization Important?
Smooth end-to-end workflow is the lifeblood of business operations. However, workflows often degrade over time accumulating inefficiencies due to changes in systems, processes, and staffing. Common issues such as bottlenecks, duplicative steps, unclear roles, and lack of automation drag down productivity and quality.
Actively managing and optimizing workflows provides numerous benefits:
Improved Efficiency
Eliminating wasted or redundant steps accelerates workflows and allows resources to focus on value-added activities.
Increased Productivity
Streamlined workflows remove bottlenecks so staff can achieve more. Automation also boosts throughput.
Cost Savings
Faster cycle times translate directly into cost savings from higher throughput with fixed resources. Less rework also reduces costs.
Higher Quality
Improved consistency and reduced manual activities enhance output quality with fewer errors and defects.
Enhanced Visibility
Data-driven insights into workflow health including bottlenecks, service levels, and cycle times support continuous improvement.
Improved Compliance
Standardized workflows with proper controls and approval steps reduce risk of regulatory or policy violations.
Best Practices for Workflow Optimization
Optimizing workflows requires both continuous incremental improvements and periodic major overhauls. Some key workflow optimization best practices include:
Map Current Workflows
Diagramming out all end-to-end process steps, hand-offs, systems, and decisions provides the baseline understanding to optimize.
Simplify Where Possible
Look for opportunities to consolidate steps, remove redundant approvals, minimize status meetings, and streamline wherever feasible.
Clarify Roles and Responsibilities
Ensure each step has a clear owner accountable for timely and accurate completion. Eliminate gaps.
Standardize and Document
Formalize standardized workflows with visual diagrams, written procedures, templates, forms, and training.
Incorporate Metrics-Based Monitoring
Collect cycle times, service levels, delays, defects, and other metrics to guide data-driven workflow optimization.
Analyze Bottlenecks and Gaps
Identify constraints limiting workflow performance and address root causes through adding resources or automation.
Implement Workflow Management Systems
Robust workflow automation tools allocate tasks, enforce rules, provide visibility, and optimize flows.
Continuously Evaluate and Improve
Regularly assess workflows for improvement opportunities and implement changes through PDCA cycles.
Embrace Change Management
New optimized workflows often face resistance. Engage stakeholders through training and communication.
Following these best practices requires both project-based workflow improvement initiatives as well as building continuous workflow optimization into daily operations.
Key Elements of Effective Workflow Management
Beyond pure workflow design, effectively managing workflows on an ongoing basis is critical. Some key elements of mature workflow management include:
Well-Defined Workflows
Detailed documentation of standardized workflows with clear written procedures, visual diagrams, and training.
Role Clarity
Explicit understanding of each role's workflow responsibilities and hand-offs between roles.
Workflow Visibility and Tracking
Real-time tracking of workflow status and performance metrics to identify issues quickly.
Open Communications
Clear notifications and communications to coordinate hand-offs, re-assign tasks, and escalate exceptions.
Automation
Automated workflow schedules, alerts, and rules to improve efficiency and consistency.
Continuous Improvement
Regular root cause analysis of bottlenecks and gaps to drive incremental workflow enhancements.
Aligned Systems and Data
Integrated systems that provide seamless data flow and hand-offs between workflow steps.
Organizational Alignment
Appropriate resourcing, training, and reward systems to support smooth end-to-end workflows.
Building these capabilities requires both technology solutions and management focus on workflows as a priority.
Software for Workflow Management
Specialized workflow management software and business process automation tools allow companies to model, execute, monitor, and optimize workflows. Features include:
Process Modeling - Intuitive drag-and-drop tools to map and document workflows and business processes.
Forms and Templates - Standard electronic templates for capturing data within workflows.
Pre-Defined Workflows - Common workflows pre-built for horizontal processes like onboarding, approvals, issues management, etc.
Rules Engine - Ability to build business rules and logic to automate decision points and route work.
Notifications and Alerts - Proactive reminders and notifications to coordinate workflows and manage hand-offs.
Workflow Scheduling - Tools for designing workflow timelines including sequential and parallel tracks.
Task Allocation - Assignment of workflow steps and tasks to appropriate users or groups.
Tracking and Monitoring - Real-time workflow tracking with dashboard metrics and SLAs.
Mobile Access - Ability to participate in workflows via mobile devices.
Analytics - Reporting and intelligence to analyze workflow performance.
Integration - Connectors to sync workflow data and steps with surrounding systems like HR, ERP, CRM, and custom applications.
Leading tools like Kissflow, Nintex, Zoho, and monday.com provide robust workflow automation capabilities.
Key Takeaways and Recommendations
Workflow describes the chronological progression of tasks required to complete business processes.
Well designed workflows improve efficiency, quality, consistency, compliance, and visibility.
Key components in an effective workflow process include triggers, steps, roles, systems, rules, tracking, notifications, and hand-offs.
Actively analyzing and optimizing workflows eliminates bottlenecks and streamlines operations.
Common pitfalls include lack of documentation, role confusion, metric blindness, and inadequate automation.
Robust workflow management practices and supporting software tools help manage and enhance workflows on an ongoing basis.
In summary, workflow is the lifeblood of operations. Leading organizations recognize the benefits of optimizing workflows and invest in ongoing workflow management as a core competency. They balance defined standards with continuous incremental enhancements guided by data and employee feedback. Establishing this balance positions companies to maximize productivity and gain competitive advantage.