Exceptions and exception handling in computerized information processes

ABSTRACT

Exceptions, situations that cannot be correctly processed by computer systems, occur frequently in computer-based information processes. Five perspectives on exceptions provide insights into why exceptions occur and how they might be eliminated or more efficiently handled. We investigate these perspectives using an in-depth study of an operating information process that has frequent exceptions. Our results support the use of a total quality management (TQM) approach of eliminating exceptions for some exceptions, in particular, those caused by computer systems that are poor matches to organizational processes. However, some exceptions are explained better by a political system perspective of conflicting goals between subunits. For these exceptions and several other types, designing an integrated human-computer process will provide better performance than will eliminating exceptions and moving toward an entirely automated process.

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INDEX TERMS

Primary Classification:
  H. Information Systems
  H.4 INFORMATION SYSTEMS APPLICATIONS

Additional Classification:
  H. Information Systems
  H.1 MODELS AND PRINCIPLES
  H.3 INFORMATION STORAGE AND RETRIEVAL

  I. Computing Methodologies
  I.2 ARTIFICIAL INTELLIGENCE
      I.2.1 Applications and Expert Systems
          Subjects: Office automation

  J. Computer Applications
  J.1 ADMINISTRATIVE DATA PROCESSING
      Subjects: Business

  K. Computing Milieux
  K.6 MANAGEMENT OF COMPUTING AND INFORMATION SYSTEMS
      K.6.4 System Management
          Subjects: Quality assurance

General Terms:
Design, Human Factors, Management, Performance

Keywords:
Total Quality Management, exception handling, exceptions, process design