A new approach to human error assessment in financial service based on the modified CREAM and DANP

The main purpose of this study is to identify and determine the most important sub-tasks of stockbroking that affect the reliability of human resources. The cognitive reliability and error analysis (CREAM) method has been used to calculate the human error. To consider the different effects of work condition factors for each condition performance common (CPC), they are weighted using the decision analytical network process (DANP) method. The highest amount of the detected errors related to execution error, interpretation error, and planning error are 67%, 25%, 8%, respectively and probability of total cognitive error in the task of "stockbroker" is 0.1414. Considering equal impact for all CPCs on performance reliability is the most important gap and limitation in most previous studies. In this study, the relationship between CPCs has been investigated using the DANP.  Moreover, the relationship between HEP and the work environment error are calculated by humans with the Napierian logarithm function.