| Knowledge management has proven to be a sustainable competitive advantage for many organizations. Knowledge management systems are abundant, with multiple functionalities. The literature reinforces the use of workflow automation with knowledge management systems to benefit organizations; however, it was not known if process automation yielded results consistent with the literature. The purpose of this research study was to analyze the experiences of two departments in the VA Pittsburgh Healthcare System, after business processes were automated on Microsoft SharePoint, using workflow automation via a collective case study. This case study employed in-depth interviews, artifact collection, and participant observation to uncover how workflow automation impacted organizational culture, business processes management, the effectiveness and efficiency of the business process, and the people who use the process.;The findings from this research support the antecedent literature and research regarding the benefits of workflow automation. Additionally, new findings revealed that workflow automation affects users in terms of technology acceptance, highlighted inefficient processes, and efficiency of automation is dependent on factors outside of the automated process. Findings demonstrated that customer satisfaction increased, and that automation gave the process an illusion of hyper-efficiency. Findings also revealed that employee performance was not accurately portrayed in the data captured through workflow automation and did not account for the intricacies and complexity of an individual's job performance. Furthermore, privacy concerns and privacy management were observed, as well as an increase in communication in regards to training and mentoring the users of an automated process.;Keywords: knowledge, knowledge management, knowledge management systems, workflow automation. |
