What Is a Workflow, Really?
Underlying the concept of workflow is a simple idea: activities that are done repeatedly are best done the same way every time. Once you do them the same way, you can think about how to make them easier, faster, and more efficient by automating them, streamlining repetitive actions, and making it easier to pass on information.
With a structured workflow:
- Employees submit requests through a standardized interface
- The system offers pre-approved models based on the employee’s role
- Approval routing happens automatically according to predefined rules
- IT receives a complete, approved request and proceeds to order, configure, and deliver the device
For example, consider a situation where the IT department regularly purchases new mobile phones for employees. This often gets done in an uncoordinated way, whereby an IT worker deals with an employee to establish what phone they would like, then finds out who can approve it, waits for the approval and then orders the mobile. In a month, much the same request will appear, only to be handled by a different resolver, who once again needs to figure out how to process the request and where to order the mobile.
What is the greatest workflow-related benefit?
Workflow delivers the most value in processes that involve multiple people coordinating and sharing information over several steps. A classic example is employee onboarding.
Onboarding requires coordination between HR, IT, facilities, and managers: all while transferring and updating key data at each stage. Without a structured workflow, critical information can be missed, tasks delayed, and responsibilities unclear.
In practice
- HR enters a new hire’s information into a structured form.
- The system automatically triggers tasks for IT, facilities, managers, and mentors.
- Each participant receives only the information relevant to their role.
- Predefined approval rules handle any required authorizations automatically.
Benefits at a Glance
- Faster onboarding — tasks are triggered automatically, without manual reminders
- Fewer errors — no missing data or overlooked approvals
- Clear accountability — everyone knows what to do and when
- Scalable efficiency — the same workflow can support dozens of recurring processes
Automated chaos is just accelerated chaos
Automation can be a game-changer but only if the process itself is solid. Automating a flawed process doesn’t fix it; it just accelerates chaos. Before digitizing, take a step back and evaluate how work actually flows.
Practical steps include:
- Map all process steps in order
- Discuss the purpose of each step: is it necessary? Does it cause delays or errors?
- Identify points of duplication or missing information
- Ask drill-down questions such as: How does the process start? How is a request submitted? By email, form, or system? Who receives it, and is that the most effective way?
Typical mistakes and how to avoid them
Even after optimizing and automating a workflow, it’s easy to undermine your own success. Here’s how to keep processes running smoothly.
Stay consistent
A workflow only works if it’s followed consistently. Make sure key stakeholders support the system and enforce standardized practices.
- Workflows are most effective for repeatable tasks
- Avoid creating exceptions for individuals or teams
- Leadership endorsement is essential to prevent deviations
Without consistency, shortcuts and special treatment can quickly erode the efficiency you’ve built.
Be patient and listen
Change can be met with resistance. Don’t respond defensively to feedback; instead, treat it as valuable insight.
- Explain the benefits of the workflow repeatedly
- Listen to complaints to understand friction points
- Avoid hiding behind the process — workflows should support people, not control them blindly
Every comment, even a negative one, is an opportunity to improve the process.
Regularly review your workflows
Workflows are living processes - they need periodic checks to ensure they are functioning as intended. Look for:
- Missing or incomplete input data
- Clear and understandable task assignments
- Resolvers having the right context and history
- Requests not getting lost or delayed
- A complete and auditable trail
Regular review ensures that efficiency gains are maintained over time.
Focus on business value
Efficiency alone is not enough. A process accelerated tenfold is meaningless if it doesn’t contribute value.
Always ask:
- Does this process still serve a business objective?
- Are resources being used effectively?
- Could time and money be better spent elsewhere?
Remember: businesses evolve. Processes perfected last year may already be outdated. Your workflow should adapt to current priorities, not historical habits.