DOHERTY, N.F. and PERRY, I., 2001. The cultural impact of workflow management systems in the financial services sector. Service Industries Journal, 21 (4), pp. 147-166.
The implementation of information systems is increasingly resulting in significant
changes to the host organisation’s culture. In particular, the workflow management system
(WFMS) is one new technology that, because of its tendency to have a direct impact on the
organisation and execution of work, has the potential to significantly modify an organisation’s
culture. This qualitative research investigates the nature of the relationship between WFMS
and organisational culture, in the UK financial services sector The research concludes that
WFMS have the potential to modify culture in a positive way by improving the organisations
customer orientation, flexibility and quality focus.
This is an electronic version of an article that was accepted for publication in the Service Industries Journal [Taylor and Francis] and the definitive version is available at: http://dx.doi.org/10.1080/714005046