A Knowledge-based Approach to Handling Exceptions inWorkflow Systems

  • Authors:

  • Mark Klein;Chrysanthos Dellarocas

  • Affiliations:

  • Center for Coordination Science, Massachusetts Institute of Technology, Cambridge, MA, U.S.A. (E-mail: m_klein@mit.edu);Sloan School of Management, Massachusetts Institute of Technology, Cambridge, MA, U.S.A. (E-mail: dell@mit.edu)

  • Venue:
  • Computer Supported Cooperative Work
  • Year:
  • 2000

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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.