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Computer Supported Cooperative Work (CSCW)

, Volume 9, Issue 3–4, pp 399–412 | Cite as

A Knowledge-based Approach to Handling Exceptions in Workflow Systems

  • Mark Klein
  • Chrysanthos Dellarocas
Article

Abstract

This paper describes a novel knowledge-based approachfor helping workflow process designers andparticipants better manage the exceptions (deviationsfrom an ideal collaborative work process caused byerrors, failures, resource or requirements changesetc.) that can occur during the enactment of aworkflow. This approach is based on exploiting ageneric and reusable body of knowledge concerning whatkinds of exceptions can occur in collaborative workprocesses, and how these exceptions can handled(detected, diagnosed and resolved). This work buildsupon previous efforts from the MIT Process Handbookproject and from research on conflict management incollaborative design.

adaptation failure handling process exception re-design 

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Copyright information

© Kluwer Academic Publishers 2000

Authors and Affiliations

  • Mark Klein
    • 1
  • Chrysanthos Dellarocas
    • 2
  1. 1.Center for Coordination ScienceMassachusetts Institute of TechnologyCambridgeU.S.A.
  2. 2.Sloan School of ManagementMassachusetts Institute of TechnologyCambridgeU.S.A.

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