Workarounds and distributed viscosity in a workflow system: a case study

This research aims at studying enduser acceptance of workflow system. Enduser acceptance is crucial when considering the implementation success of workflow systems (WFS). The case study reported here is the first step in the development of a general diagnostic tool for evaluating the implementation of workflow systems.Many case studies have been presented in the field of Workflow Management [1;2;3]. Some focus on the design of WFS tools, others are ethnographic in nature and describe the factors that lead to success or failure of the WFS. However, most case studies provide case-specific insights and no general systematic framework has been presented yet to evaluate workflow implementation.