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080			_aH004.414 INF
100			_aStrong, Diane M.
700			_aMiller, Steven M.
245			_aExceptions and exception handling in computerized information processes
336			_2rdacontent _atexto _btxt
337			_2rdamedia _asin mediación _bn
338			_2rdacarrier _avolumen _bnc
505			_aExceptions, 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
650			_aINFORMATION SYSTEMS APPLICATIONS
650			_aINFORMATION STORAGE AND RETRIEVAL
650			_aARTIFICIAL INTELLIGENCE
650			_aADMINISTRATIVE DATA PROCESSING
773			_tACM Transactions on Information Systems _wH004.414 INF _nS.T.:H004.414 INF PP3499 _g(vol. 13, nro. 2, Apr. 1995), p. 206-233
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