Workflow tools only fulfill their real promise if the business users can not only see the workflow, but can modify it without calling a software developer on the phone. It has to be simple, easy to learn, and something that is difficult to add bugs. (Think Excel Spreadsheet).
Of course, the tools have to be available… something that is “safe” to put on the desk of a business user (e.g. Not Frontpage or Visual Studio)… and training has to be available. It has to be usable.
We aren’t there yet… and the competition is getting close. There’s a race here. Let’s see who wins…