... extremely high frequency (thousands to millions of times a year) and the process is fully standardized; there is no room for specific client demands. Ex- amples: handling of financial transfers, ... cost, time, quality and flexibility (Brand and Van der Kolk, 1995). A very important performance target in many industries involves the throughput time (see Schäll, 1996; Van Hee and Reijers, 2000), ... complaints, and claims for unemployment benefits. A workflow used in handling mortgage applications may contain tasks for recording the application, specifying a mortgage proposal, and approving...