A Sound Investment: Managing Human Error in the Finance Sector

Abstract

This paper presents the human factors analysis of the development processes, tools, guidance and organisational culture of a Tier 1 Finance institution to quantify and qualify human error incidents. Baseline analyses were performed to identify key themes behind human error in the institution’s Infrastructure Support Team for server-provisioning tasks. A number of recurring themes were identified during the baseline analyses that took the analysis beyond operator error, requiring an expansion to the original scope in order to consider wider issues such as the organisational processes, policies, personnel and working culture. A number of common themes were identified across the analyses that were considered to be key contributors to incidents of human error within the organisation.