Exceptions and Exception Handling in Computerized Information Processes

ACM Transactions on Information Systems (TOIS)

Volumn 13, Issue 2, 1995, Pages 206-233

  Strong, Diane M ^a   Miller, Steven M ^b  

^a BOSTON UNIVERSITY   (United States)

^b FUJITSU LABORATORIES LTD   (Japan)

Author keywords

exception handling; Exceptions; process design; Total Quality Management

Indexed keywords

EID: 84976676824     PISSN: 10468188     EISSN: 15582868     Source Type: Journal    
DOI: 10.1145/201040.201049     Document Type: Article

References (51)

1. ANDERSON, J. R. 1980. Cognitive Psychology and Its Implications. W. H. Freeman, San Francisco, Calif.
2. BAILEY, J. E. AND PEARSON, S. W. 1983. Development of a tool for measuring and analyzing computer user satisfaction. Manage. Sci. 29, 5 (May), 530-545.
3. BAINBRIDGE, L. 1987. Ironies of automation. In New Technology and Human Error, J. Rasmussen, K. Duncan, and J. Leplat, Eds. John Wiley and Sons, New York, 271-283.
4. BENBASAT, I., GOLDSTEIN, D. K., AND MEAD, M. 1987. The case research strategy in studies of information systems. MIS Q. 11, 3 (Sept.), 369-386.
5. BENDIFALLAH, S. AND SCACCHI, W. 1987. Understanding software maintenance work. IEEE Trans. Softw. Eng. SE-13, 3 (Mar.), 311-323.
6. CASE, K. E. 1987. Quality control and assurance. In Production Handbook, J. A. White, Ed., 4th ed. John Wiley and Sons, New York.
7. COHEN, M. D. 1991. Individual learning and organizational routine: Emerging connections. Org. Sci. 2, 1 (Feb.), 135-139.
8. COHEN, M. D. AND BACDAYAN, P. 1994. Organizational routines are stored as procedural memory: Evidence from a laboratory study. Org. Sci. 5, 4 (Nov.), 554-568.
9. COHEN, R. M. AND MAY, J. H. 1992. An application-based agenda for encorporating OR into an AI design environment for facility design. Eur. J. Oper. Res. 63, 254-270.
10. COHEN, R. M. AND STRONG, D. M. 1991. A model for supporting database design. In Proceedings of the 1st Workshop on Information Technologies and Systems. Cambridge, Mass., 243-273.
11. DAVENPORT, T. H. 1993. Process Innovation: Reengineering Work through Information Technology. Harvard Business School Press, Boston, Mass.
12. DAVENPORT, T. H. AND SHORT. J. E. 1990. The new industrial engineering: Information technology and business process redesign. Sloan Manag. Rev. 31, 4 (Summer), 11-27.
13. DEMING, W. 1986. Out of Crisis. Center for Advanced Engineering Study, Massachusetts Inst. of Technology, Cambridge, Mass.
14. ERICSSON, K. A. AND SIMON, H. A. 1984. Protocol Analysis. MIT Press, Cambridge, Mass.
15. FIEGENBAUM, A. V. 1991. Total Quality Control, 4th ed., Revised. McGraw-Hill, New York.
16. FRANZ, C. R. AND ROBEY, D. 1984. An investigation of user-led system design: Rational and political perspectives. Commun. ACM 27, 12 (Dec.), 1202-1217.
17. GALBRAITH, J. R. 1977. Organization Design. Addison-Wesley, Reading, Mass.
18. GALBRAITH, J. R. 1973. The Design of Complex Organizations. Addison-Wesley, Reading, Mass.
19. GASSER, L. 1986. The integration of computing and routine work. ACM Trans. Office Inf. Syst. 4, 3 (July), 205-225.
20. GOLDSTEIN, R. C. AND STOREY, V. C. 1991. The role of commonsense in database design. In Proceedings of the 1st Workshop on Information Technologies and Systems. Cambridge, Mass., 141-150.
21. HAMMER, M. 1990. Reengineering work: Don't automate, obliterate. Harvard Bus. Rev. 68, 4 (July-Aug.), 104-112.
22. ISHIKAWA, K. 1985. What is Total Quality Control? The Japanese Way. Prentice-Hall, Englewood Cliffs, N.J.
23. JURAN, J. M. 1989. Juran on Leadership for Quality: An Executive Handbook. The Free Press, New York.
24. KLING, R. 1980. Social analyses of computing: Theoretical perspectives in recent empirical research. ACM Comput. Surv. 12, 1 (Mar.), 61-110.
25. KLING, R. AND IACONO, S. 1984a. The control of information systems developments after implementation. Commun. ACM 27, 12 (Dec.), 1218-1226.
26. KLING, R. AND IACONO, S. 1984b. Computing as an occasion for social control. J. Soc. Iss. 40, 3, 77-96.
27. LENAT, D. B., GUHA, R. V., PITTMAN, K., PRATT, D., AND SHEPHERD, M. 1990. CYC: Toward programs with common sense. Commun. ACM 33, 8 (Aug.), 30-49.
28. MARCH, J. G. AND SIMON, H. A. 1958. Organizations. John Wiley and Sons, New York.
29. MARKUS, M. L. 1984. Systems in Organizations: Bugs + Features. Pitman Publishing, Marshfield, Mass.
30. MARKUS, M. L. 1983. Power, politics, and MIS implementation. Commun. ACM 26, 6 (June), 430-444.
31. MARKUS, M. L. AND ROBEY, D. 1988. Information technology and organizational change: Causal structure in theory and research. Manag. Sci. 34, 5 (May), 583-598.
32. NELSON, R. R. AND WINTER, S. G. 1982. An Evolutionary Theory of Economic Change. Harvard University Press, Cambridge, Mass.
33. NISBETT, R. E. AND WILSON, T. D. 1977. Telling more than we know: Verbal reports on mental processes. Psychol. Rev. 84, 3, 231-259.
34. PRIETULA, M. J. AND SIMON, H. A. 1989. The experts in your midst. Harvard Bus. Rev. 67, 1 (Jan.-Feb.), 120-124.
35. RASMUSSEN, J., DUNCAN, K., AND LEPLAT, J. (Eds.). 1987. New Technology and Human Error. John Wiley and Sons, New York.
36. SASSO, W. C., OLSON, J. R., AND MERTEN, A. G. 1987. The practice of office analysis: Objectives, obstacles, and opportunities. IEEE Office Know. Eng. 1, 1, 11-24.
37. SCHNEIDEWIND, N. F. 1987. The state of software maintenance. IEEE Trans. Softw. Eng. SE-13, 3 (Mar.), 303-310.
38. SIMON, H. A. 1981. The Sciences of the Artificial, 2nd ed. MIT Press, Cambridge, Mass.
39. SIMON, H. A. 1977. The New Science of Management Decision. Prentice-Hall, Englewood Cliffs, NJ.
40. SIMON, H. A. 1973. Applying information technology to organization design. Pub. Admin. Rev. (May/June), 268-278.
41. SIRBU, M., SCHOICHET, S., KUNIN, J. S., HAMMER, M., AND SUTHERLAND, J. 1984. OAM: An office analysis methodology. Behav. Inf. Tech. 3, 1, 25-39.
42. STERLING, T. D. 1974. Guidelines for humanizing computerized information systems: A report from Stanley House. Commun. ACM 17, 11 (Nov.), 609-613.
43. STINCHCOMBE, A. L. 1990. Information and Organizations. University of California Press, Berkeley, Calif.
44. STOREY, V. C. AND GOLDSTEIN, R. C. 1993. Knowledge-based approaches to database design. MIS Q. 17, 1 (Mar.), 25-46.
45. STRONG, D. M. 1992. Decision support for exception handling and quality control in office operations. Dec. Supp. Syst. 8, 3 (July), 217-227.
46. STRONG, D. M. 1989. Integration of expert systems, traditional systems, and people: A manufacturing example. In Proceedings of the 3rd International Conference on Expert Systems and the Leading Edge in Production and Operations Management. Univ. of South Carolina, Columbia, S.C., 57-69.
47. SUCHMAN, L. A. 1983. Office procedure as practical action: Models of work and system design. ACM Trans. Office Inf. Syst. 1, 4 (Oct.), 320-328.
48. SVIOKLA, J. J. 1990. An examination of the impact of expert systems on the firm: The case of XCON. MIS Q. 14, 2 (June), 126-140.
49. SWANSON, E. B. AND BEATH, C. M. 1989. Maintaining Information Sysems in Organizations. John Wiley and Sons, Chichester, England.
50. TODD, P. AND BENBASAT, I. 1987. Process tracing methods in decision support systems research: Exploring the black box. MIS Q. 11, 4 (Dec.), 492-512.
51. WHITTEN, J., BENTLEY, L. D., AND BARLOW, V. M. 1989. Systems Analysis and Design Methods, 2nd ed. Irwin, Homewood, Ill.