Human and organizational error as a basis for process reengineering: A study of systems integration process life-cycles

This dissertation presents research on how analysis of the incidence and causes of human and organizational error in system processes can be utilized as a partial basis for the reengineering of organizational structures and processes. A systems integration environment was used as a site for empirical observation. A model was developed for the life-cycle process of preparing a systems integration proposal involving integration of Commercial-Off-The-Shelf software and hardware, services, and value-added products in response to a U.S. government procurement. This model was used as a basis for the analysis of errors that are committed during the life-cycle process. Causes for each error were analyzed using a prominent taxonomy for human error. From this analysis, the development of strategies for reengineering was illustrated, showing how the approach can form part of a coordinated effort to reengineer vital processes within an organization with minimization and/or prevention of specific errors as a primary goal in proposal preparation and acquired contract performance.