Solve communication problems in the company?

More often than not, customer's problem isn't what it seems like

More often than not, I have heard customers say: „We have a problem with internal communication that we are trying to solve with a tool; we need a workflow management system.“ I used to get excited about such inquiries, knowing well that a properly implemented workflow system can be a game-changer in solving internal communication problems. Usually in such cases, as the time for implementation draws near, it becomes more and more clear that the problem was not with the tool, but rather with company's lack of documented and well-defined communication structure.

Most of the time there was no workflow model available, and clients kind of imagined that the system would magically make everyone meet deadlines and complete tasks all of a sudden. They did have some rules, but those mainly consisted of individual practices and vague rules agreed upon at a company meeting. Implementing workflow system without having specified the workflow models usually ends up with a system that no one uses.

A likely way to solve such problem is to motivate potential clients to analyze and at least sketch their processes. It must be communicated that software is just one part of the workflow management. The other part consists of design and understanding of company’s workflow models. Although this may seem to be a tedious job that requires the engagement of a consultant and thorough company analysis, it doesn't necessarily have to be so.

Workflow systems like OWIS usually boast powerful modeling tools that help users visualize the process and actively engage in modeling. In addition, OWIS provides sketches of basic processes that can inspire potential customers to dabble with and come up with something that's at least close to what they need.