A Knowledge-based Approach to Handling Exceptions in Workflow Systems

This paper describes a novel knowledge-based approach for helping workflow process designers and participants better manage the exceptions (deviations from an ideal collaborative work process caused by errors, failures, resource or requirements changes etc.) that can occur during the enactment of a workflow. This approach is based on exploiting a generic and reusable body of knowledge concerning what kinds of exceptions can occur in collaborative work processes, and how these exceptions can handled (detected, diagnosed and resolved). This work builds upon previous efforts from the MIT Process Handbook project and from research on conflict management in collaborative design. Keywords process exception failure handling, re-design, adaptation

• Type: Journal
• Year: 2000
• Where: CSCW
• Authors: Mark Klein, Chrysanthos Dellarocas
• Keywords: Collaborative Work, Collaborative Work Process, CSCW 2000, Social Sciences, Workflow Process Designers