IT process designs for improving information quality and reducing exception handling: A simulation experiment

Exceptions are cases that cannot be handled adequately in automated information processes (IP); but they can significantly affect IP performance. This research develops a model that captures the exception handling activities required in operational-level information processes. The model is sufficiently general to allow evaluation of the performance of information flow processes employing any combination of people and information technologies (IT). It is used to evaluate alternative designs for using IT to improve the quality of the information produced from IP while reducing the resources required for exception handling. In two simulation experiments using the model, advanced IT improved information quality significantly. They did not, however, always reduce flow time and human resource time. These results provide support for justifying the use of advanced IT in organizations for information quality improvement.