Process exceptions: How automation solutions handle the unexpected

Automation aims to make processes seamless and predictable, but real-world scenarios are inherently unpredictable. 

Most enterprise workflows are subject to disruption and involve variables beyond the scope of those in traditional, rule-based automation. These deviations, known as exceptions, can lead to operational bottlenecks, delayed customer orders, missed compliance deadlines and the like if they’re not properly planned for.

In large-scale business operations, where workflows are complex and interconnected, exceptions are inevitable. The real challenge for IT is to manage process exceptions, rather than just technical exceptions, which require a deeper understanding of business context. Many automation solutions are ill-equipped for the nuanced approach necessary to deal with — and help you see the impact of — anything beyond run-of-the-mill server errors or broken integrations.

Your systems should be as flexible and adaptable as the conditions in which they operate.

Technical exceptions vs. process exceptions

Process exceptions directly impact business outcomes, not just system performance. Left unresolved or poorly managed, they can lead to increased operational costs, revenue loss or customer dissatisfaction.

The limitations of traditional automation solutions in managing process exceptions

Most traditional automation platforms are designed for linear, rule-based workflows. Their rigid parameters make them effective for predictable, repeatable tasks, but they struggle with the unexpected.

A simple approval delay — a relatively common occurrence — can be a huge snag for a complex supply chain if the platform isn’t capable of initiating an API call to an ERP or CRM to gather updated details directly from source systems. Moreover, traditional tools aren’t likely to have centralized dashboards to view exceptions across the entire workflow lifecycle.

These solutions are likely to have:

• An inability to handle deviations dynamically: They assume all processes will follow pre-defined paths. When an exception pops up, the standard approach is to pause the workflow or issue an alert for human intervention, which then delays subprocesses and dependent tasks.
• A lack of business context awareness: These systems focus on task completion rather than evaluating an overall business outcome. They may flag an exception, such as a delayed shipment, without understanding that the end goal (e.g., meeting a customer’s delivery window) will still be achieved. They can’t prioritize critical issues appropriately.
• Rigid integrations with core business processes: Traditional automation solutions often lack deep integration with key systems such as ERPs. Thus, they can’t differentiate between exceptions that need immediate attention and those that can be resolved automatically.

The cost of these limitations isn’t just inefficiency; it’s operational agility and resilience — factors that can make or break your business’s survival.

Reactive to proactive: What exception handling should look like

The future of exception handling in automation begins with dynamic classification. Your system should be able to identify and categorize process exceptions in real time. Leveraging machine learning and decision rules, workload automation (WLA) platforms can determine the most appropriate response for each exception. For example, if an order approval is delayed, the system can predict whether it will impact the delivery timeline and take steps accordingly — notifying relevant parties or rerouting the workflow.

Effective process exception management requires deep integration with ERP systems so the platform can interpret business context and understand whether a deviation from the expected workflow has a material impact on a given business outcome. Let’s say a purchase order (PO) doesn’t match the exact quantity expected but still fulfills the customer’s broader requirement. The system can automatically accept it and help the IT team avoid spending time on manual intervention.

Modern WLA platforms should be capable of auto-remediating technical exceptions whenever possible. This could look like retrying a failed integration or reprocessing a stalled transaction. The system should be capable of deciding on the appropriate alerting or escalation mechanism. In a healthcare context, a platform might reassign a doctor’s appointments when an emergency surgery takes precedence over a clinic day. It could prioritize appointments based on urgency, notify patients of new appointment details and escalate if there are no suitable slots available.

To handle ongoing changes, WLA solutions must also support the adoption of new processes with configurable rules.

Make the unpredictable predictable

Even with the most robust automation strategies, process exceptions are inevitable. Business environments are always changing, and workflows will need to reflect current operational protocols and priorities.

Having a platform that automatically and wisely deals with exceptions can be the difference between a seamless operation and a drawn-out, costly disruption.

RunMyJobs by Redwood has all of the above key features: dynamic classification, deep ERP integration and auto-remediation. It stands out in the world of WLA with a low-code, drag-and-drop user interface, templates and reusable components that make process design and exception handling simple. 
Get a glimpse of the peace of mind you could gain about process exceptions: Book a demo.