Human and organizational error as a basis for process reengineering: with applications to systems integration planning and marketing

This paper presents the results of research on how assessment of the incidence and causes of human and organizational error in implementing 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 (COTS) software and hardware, services, and value-added products. This model was used as a basis for analysis of errors committed during the life cycle process. From this analysis follows development of strategies for workflow and process reengineering. The identified approach can form part of a coordinated effort to reengineer vital processes within an organization with minimization of specific errors as a primary goal in efforts that involve the planning and engineering of systems