Investments in workflow tools will not solve underlying problems in the business process if the tool is simply used to automate existing bad processes. In fact, problems can accelerate as bad processes are hard-wired and flexibility is removed. Issues to consider before implementing any workflow system include the following:

Worker Resistance: Human-factor issues represent the greatest obstacle to the acceptance of workflow applications in more than 50 percent of cases, according to Thomas Kolopoulos in his book The Workflow Imperative.¹⁰ Many workers will see workflow management as a mechanism for removing their decision-making power or will see it as an instrument of downsizing. Others will resent being monitored and feel that the system is an invasion of their privacy. Still others will miss the interpersonal give-and-take which might now be replaced by an automated system.

Overmanagement: Workflow processes can be defined at any level of detail. A system which attempts to dictate and monitor every detail of the process may be excessive and incur unnecessary overhead as well as worker resistance.

Loss of Flexibility: Some business processes require workers to remain flexible and use personal judgment. These are generally not good candidates for workflow management.

Technical Implementation Costs: Workflow management systems can be complex, requiring a variety of resources to implement and manage. Cost considerations include development and maintenance of the network, the purchase price of the workflow software products, application development and implementation, and customization of the product.

Costs of Defining Complex Processes: The business process itself may be difficult to define and even more difficult to reengineer. Success depends on management and staff commitment and can be expected to take a considerable amount of time. A reliable workflow definition requires a detailed understanding of the underlying business process.

Creation of New Work: Managing the business aspects of the system as well as the technical aspects of the system will create additional work which must be offset by anticipated savings or benefits.