Design decisions in workflow management and quality of work.

In this paper, the design and implementation of a workflow management (WFM) system in a large Dutch social insurance organisation is described. The effect of workflow design decisions on the quality of work is explored theoretically and empirically, using the model of Zur Mühlen as a frame of reference. It was found among a total sample of 66 employees that there was no change in the experience of work quality before and after the introduction of the WFM system. There are however, significant differences in the quality of work before and after the WFM adoption if different functions are distinguished. (aut. ref.