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Business process models describe the way of working in an organization.Typically, business process models distinguish between the normal flow of workand exceptions to that normal flow. However, they often present an idealizedview. This means that unexpected exceptions - exceptions that are not modelledin the business process model - can also occur in practice. This has an effecton the efficiency of the organization, because information systems are notdeveloped to handle unexpected exceptions. This paper studies the relationbetween the occurrence of exceptions and operational performance. It does thisby analyzing the execution logs of business processes from five organizations,classifying execution paths as normal or exceptional. Subsequently, it analyzesthe differences between normal and exceptional paths. The results show thatexceptions are related to worse operational performance in terms of a longerthroughput time and that unexpected exceptions relate to a stronger increase inthroughput time than expected exceptions.

Exceptions in Business Processes in Relation to Operational Performance