Crossing the border: Document coordination and the integration of processes in a distributed organisation.
This chapter explores issues in the coordination of distributed processes across different departments in a
nationwide financial institution, and also how these relate to, are impacted by, and integrated with external
customers and organisations which are part of the process. The specific example we examine is the
processing of applications for a mortgage. In the organisation with which we have been working, this process
involves gathering and integrating information from different sources to produce a file of documents. This file is
used as a basis for assessing risk, making a decision about whether or not to lend on the case and providing
a record which makes the decision accountable.
Wakayama, T. et al. (Eds.), Information and Process Integration in Enterprises: Rethinking Documents. Dordrecht: Kluwer, pp. 109-124.