In this paper we report on a case study of the introduction of a workflow management system for travel management in a higher education organisation. We identify and reflect on the change of the process induced by the system, the functionality of the system, and the usability of the system. Combined with a socio-technical perspective, our findings provide a checklist for systems designers.
['Tom Gross', 'Samuli Pekkola']
Analysing a workflow management system: three levels of failure