When modeling and managing processes, it can be tempting to focus on the ‘main success scenario’ and to defer discussion about exceptions. Yet if we do not consider unavoidable exceptions and variation, we will likely inadvertently build a process that is too rigid, which will frustrate customers and front-line workers alike.
However, if we consider every possible exception, we will end up with a process that is overly complicated and difficult to navigate. In this poster, BPA expert and friend of Good e-Learning Adrian Reed explores how to strike a sensible balance.
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