This case study presents the results from a pilot project aimed at introducing workflow management technologies and a Web-based software tool in a large software enterprise. In particular, we analyzed and modeled the workflows and documents at the site of the ordinary maintenance process and implemented a prototype for the management of the process using a commercial-Web-based workflow management system. This paper reports on the experience gained from a 10-month project, which included the experimental use at a single site of the workflow prototype for 4 months in an industrial setting involving more than 800 maintenance service requests on a large software system.
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