Exceptions, 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.

Methods are described for collecting and analyzing data derived from the observation of troubleshooting in computer-controlled manufacturing systems. The data were collected by direct observation of troubleshooting episodes and by obtaining retrospective reports from the subjects immediately following the episodes. To analyze the data, the following attributes of each activity within each episode were characterized: the information source consulted, the beliefs held, the action performed, and the reasons given. Initial findings concerning information acquisitions, information utilization, and sources of difficulty in troubleshooting are presented. The authors found that troubleshooters consult a multiplicity of information sources, of which the displays to process control computers is but one of many sources referred to frequently.>