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Objectives

1. To define workflow and identify its activities and implications in business.

2. To recognize poor workflow and recommend modifications.

3. To identify the processes required to successfully operate different departments of a business.

4. To describe the relationship between workflow and productivity.

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Workflow

• Is the process and order by which work gets completed

• May refer to the grouping of operating tasks

• Requires coordination between tasks

• Is structuring processes so work proceeds throughout the business, flowing from one task to another, in the most efficient order

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Implications of Workflow

• Successful workflow will result in high productivity and smooth functioning

• Workflow problems can lead to confusion, poor performance and costly mistakes

• An employee’s position in the workflow can be seen as reflecting his/her level of power– the more centrally located in the workflow, the

more control and therefore, the more power4

Implications of Workflow

For workflow to go smoothly, communication is essential

Communication can progress in the following ways:

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subordinate subordinate

manager manager

upper management

Workflow Analogy

• Workflow can be thought of in simpler terms by applying it to everyday activities– for example, getting ready for school:

– this would be an example of an efficient workflow– rearranging the order of the workflow by fixing your

hair before getting in the shower disturbs the whole process of getting ready, because you did not follow the correct order 6

1. wake up2. brush your teeth3. take a shower

4. fix your hair5. get dressed6. leave

Departmentalization

• Can improve workflow by grouping workers and tasks based on:– product or service

useful when business has multiple product lines or performs multiple services

– geography useful when customers are spread across a large

geographical area– target market

useful when each set of customers has common problems and needs

• Of all types may be used by large organization

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Departmentalization

• Also occurs by function– human resources– accounting– clerical– marketing

• Each department has its own functions– workflow is utilized in each department within

those functions– to remain efficient and effective, workflow

must follow a certain pattern within each department 8

Workflow in Human Resources

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recruiting

hiring

orienting

training

payroll

Workflow in Accounting

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accounts receivable

billing

accounts payable

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answering phones

registering

scheduling appointments

maintaining filing

Workflow in Clerical Department

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research and development

market analysis

sales

Workflow in Marketing

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The HR department ofAny Business, Inc. is

looking to hire four newemployees

When the candidates arrive,

they are led through an orientation

process

After orientation, eachcandidate is introduced

around the companyand registered

in payroll

After interviewsare conducted,

four people are chosen

At this point, informationabout the candidates not

selected is sent to payroll and they are deleted from

the system

The new employeesbegin their

training

How might Any Business, Inc. adjustits workflow to be more effective?

Workflow Scenario

Workflow & Productivity

• Go hand in hand• If either is insufficient, the other suffers

– when experiencing poor productivity, workflow will be sluggish and inefficient because departments may have to wait on each other

– if there is a problem in the workflow, it will be reflected in productivity because tasks might have to be redone

• When workflow and productivity suffer, the result is an erratic, inefficient business struggling to perform and succeed

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Workflow & Productivity

• Go hand in hand• If either is impressive, the other improves

– when productivity is high, workflow is able to run smoothly because interruptions are less likely

– when workflow is operating correctly, it will increase productivity because efficiency is increased

• When workflow and productivity are both at their best, the result is a coordinated, efficient business functioning at its peak performance 15

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Assessment

Assessment

1. Workflow structures processes so work proceeds in the most __________ order.

A. EntertainingB. FlexibleC. EfficientD. Original

2. Successful workflow will result in high __________.A. Production costsB. Market shareC. PricesD. Productivity

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Assessment3. Which of the following is NOT a possible result of workflow

problems as listed in the presentation?A. Costly mistakesB. AbsenteeismC. ConfusionD. Poor performance

4. Communication isn’t necessary for workflow to go smoothly.A. TrueB. False

5. Employees’ positions in the workflow can be seen as a reflection of their __________.

A. AttitudeB. Level of educationC. Level of powerD. Ability 18

Assessment

6. A large organization may use more than one type of departmentalization.

A. TrueB. False

7. Departmentalization based on __________ is most useful when customers are spread across a large area.

A. Product/serviceB. GeographyC. Target marketD. Function

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Assessment6. A large organization may use more than one type of

departmentalization.A. TrueB. False

7. Departmentalization based on __________ is most useful when customers are spread across a large area.

A. Product/serviceB. GeographyC. Target marketD. Function

8. Departmentalization based on __________ is most useful when sets of customers have common problems and needs.

A. Product/serviceB. GeographyC. Target marketD. Function 20

Assessment

9. Departmentalization based on __________ is most useful when a business has multiple product lines or performs multiple services.

A. Product/serviceB. GeographyC. Target marketD. Function

 10.When workflow and productivity are at their best, the

result is an erratic, inefficient business struggling to perform and succeed.

A. TrueB. False

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Acknowledgements

Robey, Daniel. (1986). Designing Organizations (2nd edition). Homewood, Illinois: Irwin.

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