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SVP for Enterprise Social and Collaborative Software in SAP's cloud business unit, leading product management and go-to-market. Sameer has been cited in publications such as CNBC Business, The New York Times, CIO.com and Forbes on high performing collaborative organizations and trends in enterprise software. He blogs at Pretzel Logic.

3 responses to “Why Exception Handling Should be the Rule”

  1. sathiya

    couldn’t agree more, in my experience execeptions are always handled in a reactiv manner. There are very few mgmnt that have proactive exception handling. Great article!

  2. Mike Gill

    Great post!

    Business environments are changing on an almost daily basis, we have to expect the unexpected. You have to go beyond managing by exception that’s the challenge when we cant clearly define the norm. Like you say collaboration is critical.

  3. Roger Bottum

    Great observation.

    Not that they need more love, but one reason Apple Stores are so effective if they have their policies, but the overall value is to solve the customer’s problem, even if it means bending a rule.

    The battle around testing in schools is another area, where one side points out that test scores in and of themselves can warp outcomes, while the other points out that well-run schools will use scores as one, but only one, indicator of effectiveness and outcomes.

    We talk about this area for things like most planning processes, addressing customer issues, even onboarding new employees as ones that require guard rails and sign posts, not rail road tracks. In terms of process and supporting technology then, it looks like something between open-ended collaboration and classic repeatable process (BPM) so you have some sense of desired outcome and must-do’s for compliance reasons, while allowing smart people in front of the customer/employee/partner to make decisions.