Exception Handling as Strategic Dashboards

EXCEPTIONS aka NON-STANDARD TRANSACTIONS are defined as
Transactions that fall outside the routine of normal service delivery
They include:
- SPECIAL REQUESTS
- PROBLEM SOLVING
- COMPLAINTS/SUGGESTIONS/COMPLIMENT HANDLING
- RESTITUTION (COMPENSATING CUSTOMERS FOR PERFORMANCE FAILURES

Orchestrating Service Delivery Strategy:
Improving Execution with Exception Handling
PhD Dissertation: Siva V. Gabbita(Copyright)
Extrospection: When Process Adherence interferes with Operational Effectiveness.