Assessing workflow management systems: a quantitative analysis of a workflow evaluation model

Despite the enormous interest in workflow management systems and their widespread adoption by industry, few research studies are available that empirically assess the effectiveness and acceptance of this technology. Our work exactly aims at providing such insights and this paper presents some of our preliminary quantitative findings. Using a theory-based workflow success model, we have studied the impact of operational workflow technologies on end-users in terms of perceived usefulness, end-user satisfaction and perceived organisational benefits. A survey instrument was used to gather a sample of 246 end-users from two different organizations. Our findings show that the considered workflow applications are generally accepted and positively evaluated. Using partial least squares analysis, the success model was well supported, making it a usefull instrument to evaluate future workflow projects