IT process designs for improving information quality and reducing exception handling: A simulation experiment |
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| Affiliation: | 1. Assistant Professor, Department of Oral Diagnostic Sciences, Division of Oral Medicine, King Abdulaziz University, Faculty of Dentistry, Jeddah, Saudi Arabia;2. Assistant Professor, Department of Oral Diagnostic Sciences, Division of Oral Medicine, King Abdulaziz University, Faculty of Dentistry, Jeddah, Saudi Arabia and Department of Diagnostic Sciences, Division of Oral Medicine, Tufts University School of Dental Medicine, Boston, MA, USA;3. Distinguished Professor, Department of Diagnostic Sciences, Division of Oral Medicine, Tufts University School of Dental Medicine, Boston, MA, USA;4. Assistant Professor, Department of Diagnostic Sciences, Oral & Maxillofacial Radiology, University of California San Francisco, School of Dentistry, San Francisco, CA, USA;5. Assistant Professor, Department of Diagnostic Sciences, Oral & Maxillofacial Radiology, Tufts University School of Dental Medicine, Boston, MA, USA;6. Professor, Department of Diagnostic Sciences, Oral & Maxillofacial Radiology, Tufts University School of Dental Medicine, Boston, MA, USA;1. Groupe de recherche interdisciplinaire sur les maladies neuromusculaires (GRIMN), Centre intégré universitaire de santé et de services sociaux du Saguenay–Lac-St-Jean, Hôpital de Jonquière, Saguenay, Québec, Canada;2. Centre de recherche Charles-Le-Moyne, Faculty of Medicine and Health Sciences, Université de Sherbrooke, Sherbrooke, Québec, Canada;3. ÉCOBES – Recherche et transfert, Cégep de Jonquière, Saguenay, Québec, Canada;4. Département des sciences de la santé, Université du Québec à Chicoutimi, Saguenay, Québec, Canada |
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| Abstract: | 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. |
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