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Chapter 14: Designing Robust Business Processes
Mark Klein, Chrysanthos Dellarocas
14.1 Introduction
A critical challenge to creating effective business processes is making sure that they can operate effectively in environments where exceptions (i.e., process failures) can occur. This chapter describes a novel knowledge-based methodology that addresses this challenge, building on an augmentation of the MIT Process Handbook that captures widely applicable expertise about what kinds of exceptions can occur in business processes and how they can be dealt with.
