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Exceptions and exception handling in computerized information processes

Editor: Robert B. Allen Authors:

Diane M. Strong,

Steven M. MillerAuthors Info & Claims

ACM Transactions on Information Systems (TOIS), Volume 13, Issue 2

Pages 206 - 233

https://doi.org/10.1145/201040.201049

Published: 01 April 1995 Publication History

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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Exceptions and exception handling in computerized information processes

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Published In

cover image ACM Transactions on Information Systems

ACM Transactions on Information Systems Volume 13, Issue 2

April 1995

119 pages

ISSN:1046-8188

EISSN:1558-2868

DOI:10.1145/201040

Editor:
Robert B. Allen
Bellcore, Morristown, NJ

Issue’s Table of Contents

Copyright © 1995 ACM.

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 01 April 1995

Published in TOIS Volume 13, Issue 2

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Laumer SMaier CWeitzel T(2017)Information quality, user satisfaction, and the manifestation of workarounds: a qualitative and quantitative study of enterprise content management system usersEuropean Journal of Information Systems10.1057/s41303-016-0029-726:4(333-360)Online publication date: 19-Dec-2017
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