Workflow
A workflow is a predefined and repeatable work pattern within an organization. A workflow describes a way of working in which employees perform the required actions in a fixed order. This allows people, resources and time to be used as effectively as possible.
Workflow management is concerned with managing and improving patterns within an organization. In this, information, often supported by software, takes a central position. An application that facilitates workflows is also called a Workflow Management System (WfMS).
Think of a system to organize the handling of an order or have a customer complaint handled. In that case, the workflow takes place between the moment a customer fills out a form and the moment the final result is fed back to this customer. Fixed procedures supported by ICT ensure that information is stored centrally and reaches the right person at the right time.
