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This paper addresses the benefit analysis for the integration of workflow management tools. A special focus is set on non-productive tasks, such as service and administration. An example is described that uses an evaluation of a process chain in customer order processing of an aluminium factory with two different levels of detail. An overall examination is done first, in order to identify possible points of improvement in the process chain. Then, a detailed analysis of these subtasks is performed. The two examinations are performed with different simulation tools by two research teams. Their fmdings are combined in a proof scenario to show the expected performance of the fmal order processing system. Finally, results show that one crucial factor in the regarded department is the assignment of human resources to activities. Another very important aspect are the reduced processing times due to the workflow management system and advanced information technology support.