Workflow, Imaging, and Re-engineering

June 1993

In a recent IBM Study, about 75% of customers making imaging decisions also decided to invest in re-engineering (wisely, we'd argue, since imaging systems that simply cast old business models in computer concrete only rarely offer much in the way of productivity increases). In the same study, about 75% of re-engineering projects resulted in investments in imaging (not surprising, considering how many of them are in the area of workflow processing and document management).

For reinforcement, we'd cite another study (by Delphi Consulting Group, as cited in Imaging World, May, 1993), which looked at the most common workflow applications. The largest categories (about 16% each) were Claims Processing and Customer Service, both generally associated with image processing. Tom Koulopoulos of Delphi made the excellent point, in the accompanying article, that one can have an entirely beneficial workflow application that doesn't need imaging at all -- or that needs it only later on, after the workflow underpinnings are well understood. We'd equate this with the need to get the process design right before casting the design in concrete. Imaging is a very useful technology, but just because re-engineering consultants install image-based workflow processing and image vendors consult on re-engineering doesn't mean every workflow project requires an image solution.

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