This paper intends to investigate the embeddedness of IT in a workflow and the impact of
routines and habits for operatives working in the process has on its process improvement. To
fulfill this purpose, a qualitative research approach using a case study has been chosen. The
method of using a case study was chosen as it allows a deeper understanding of the context of the
research to be gained (Bryman, 2006). Furthermore, due to the nature of the research, the aspect
of studying the phenomena in its organizational context was perceived as highly important,
which further strengthened the benefits of using a case study (Eisenhardt, 1989).