HUMAN ERROR ANALYSIS IN THE USE OF MONEY TRANSFER ON INTERNET BANKING IN XYZ BANK BY USING SHERPA

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1 HUMAN ERROR ANALYSIS IN THE USE OF MONEY TRANSFER ON INTERNET BANKING IN XYZ BANK BY USING SHERPA Irwan Iftadi 1, Rahmaniyah Dwi Astuti2, Fikri Indra Maulana 3 Jurusan Teknik Industri, Universitas Sebelas Maret Jl. Ir. Sutami 36A, Surakarta 57126, Indonesia Telp. (0271) iftadi@gmail.com, niyah22@gmail.com, fikriindramaulana@gmail.com ABSTRAK Setiap tahun pengguna di Indonesia semakin meningkat. Salah satu fasilitas yang banyak digunakan adalah dana. Untuk memberikan pelayanan dengan baik penyedia layanan internet bankin dibuat dengan teknolog yang sedemikian rupa. Walaupun sudah didukung dengan teknologi sedemikian rupa masih terdapat masalah oleh pengguna dalam penggunaannya. Penelitian ini bertujuan mengidentifikasi tugas yang harus dilakukan nasabah dan kesalahan nasabah dalam penggunaan fasilitas dana dengan menggunakan dengan menggunakan metode HTA dan SHERPA. HTA menunjukan terdapat 32 langkah yang perlu dilakukan nasabah agar dapat melakukan dana dengan baik. Hasil dari SHERPA menunjukan terdapat 31 kemungkinan human error saat menggunakan dana dengan. Kata Kunci: human error,, HTA, SHERPA ABSTRACT Users of in Indonesia increase every year. One of the facilities which are often used is. Internet banking providers make use of suitable technology to give the best service to the costumer. Although the technology is easy to use, there is still error when the users use this facility. The purpose of this research is to identify the number of step taken to use and the possibility of human error during the use of by using HTA and SHERPA method. The results of HTA shows that there are 31 tasks that user have to do to use this facility well. The result of SHERPA shows that there are 31 possibly illegal steps during the use of. Keywords: human error,, HTA, SHERPA 1. INTRODUCTION Internet banking is a bank facilities that give opportunity to bank s costumer to get information, doing communication and transaction by using internet (Tampubolon, 2005). Every bank s costumer which has service can get some facilities for example money s, information, balance inquiry, exchange rate, purchases and payments (E-banking, 2013). In Indonesia, users of are increase every year. Burhani (2013) said that on January 2010 the users of are peoples and become one year after. According to Indonesian Central Bank, there are 2.5 billion users make transaction in in 2009, and it is bigger then in 2008 which only collect 1.5 billion (Mayasari, 2011). XYZ Bank has had provide service since It serves information, s, payments, purchases and administration as their services. Transfer is one of the facilities that costumer use the most. There are four types of RTGS, Clering, XYZ Bank to XYZ Bank and XYZ Bank to other Banks. Internet banking requires that costumer performs all data entry himself and that he operates the user interface in the correct manner. However, there are many examples of costumers that have red money to wrong or performed any other type that it is possibly to make (Oelsen, 2008). Not only when they doing, human error also happen when they login to the system. Interview show that seven from nine costumers have done mistake when they enter user identity such as user id and password. Dhillon (1986) said there are many reason for cause of human error one of them is task complexity. This research aim is to identify possibility of human error when costumer uses by using Hierarchical Task Analysis (HTA) and Systematic Human Error Reduction and Prediction Approach (SHERPA). HTA is used to describe the complex task by breakdown the goal to sub-sub tasks until specific level (Shepheard, 1998). SHERPA use HTA as the base of analysis. Not only identify human error, SHERPA also give a recommendation to the part of system that human error may occur. 2. METHODOLOGY There are three stages of this research Observation, Constructing HTA and SHERPA Analysis. Each stage will be explained in the following sections. 341

2 2.1 Observation This stage aim is to know the operation process and the state of XYZ Bank s. There are two steps in this stage: interview and money operation procedure identification. The stakeholders who interviewed are people that related and have interest with such as costumer, Costumer Service (CS) and staff of costumer division. Each person asked some question around to know the condition of XYZ Bank s how costumer do money and what error ever made when the costumer do money. The identification is performed to determine the right step to do money. It is done by search any Standard Operation Procedure (SOP). SOP considered as the most right and effective steps to do money. In other way, identification is done by trying money with touch screen device using browser that the bank suggested and make it to operation procedure. 2.2 Constructing HTA Hierarchical Task Analysis (HTA) is constructed to identify costumer task when they do money. The bases of constructions are operation procedures obtained from observation. There are seven steps to construct HTA (Shepheard, 2005), but there are only five steps used in this research: purpose of the analysis, determine task goal and performance criteria, identify information source, draft decomposition diagram and recheck validity of decomposition with stakeholders. The other two, criticality identify significant operations and generate and test hypothetical solution to performance problems, not done because this step will be done in SHERPA analysis. For making the research focus, the purpose of analysis must be determined first. To make clear the goal that want to be achieved every stakeholders should agreed with the goal and performance criteria of HTA. After the goal and performance criteria agreed, next is identity source of task information. It s desirable to make use of many sources as possible. In this case interview is used to get the source. Decomposition diagram is constructed from every single task that described from step in the relevant source. To make sure the diagram is right, validation is needed. 2.3 SHERPA Analysis Systematic Human Error Reduction and Prediction Approach (SHERPA) is tool used to predict human error and also analyze and identified right solution for possibly human error in form of diagram (Stanton, 2005). Stanton (20050 said that there are eight steps to make up SHERPA analysis. HTA has been made in previous stge. Each task in HTA diagram is classified according to Stanton and Baber (2005) error taxonomic. After classified, the possibly of human error is identified and writhed into error mode based on the classification. The effect of human error possibility to system is analyzed. If the possibly error could be repaired by the next task then the number of task is waited in repairing analysis step. History is part of SHERPA analysis because error(s) history is important part to know how often they occurred. There are three dimension of the probability: low, medium and high (Stanton, 2005). Lane et al. (2005) define low if the from the history the error is hardly to find, medium if happened once or twice and high if often happen. Beside the probability, the criticality is analyzed too. SHERPA not only identify the human error possibility but also give an improvement suggestion for possibly human error that identified, so that the last part is improvement analysis. 3. RESULTS 3.1 Observation XYZ Bank has two type of, personal and coorporate. Both of them have different services and facilities. For do money there is an additional security device it called e-secure. This device working with pair way, issue a number series when a number series is entered the device. This number series is used to confirm if the sender is from the right one. The relation of e-secure in system is shown in figure 1. Costumer Internet Banking System Device E-secure Server Figure. 1.Relation Between e-secure In Internet Banking System There are four types of in personal type. There are Within Bank, Clearing, RTGS, and Interbank online. The form is defferent for each type of. 3.2 HTA There are two types of service in XYZ Bank s Internet banking, Corporate and personal. In this research only personal type is analyzed. For money from this type there are seven steps to do. Beside that, costumer only can if they have a token. Token is a tool used as a external security it have security PIN and working by twins logical sequence by the means every number series that inserted to token, the token will issue a number series in accordance with the pair. 342

3 Seven steps gotten from observation is transformed into HTA diagram. The HTA diagram that has been validated is shown on Appendix A. There are 31 tasks at the bottom level. The goals break downed until 3 rd level. The task in HTA diagram is started from the beginning when costumer login to their until choose process. Because there are four options or s, so there are several plans to accommodate the options. Appendix A shows the whole HTA diagrams. 3.3 SHERPA Analysis SHERPA use bottom level task of HTA for the input of analysis. Every bottom level task is checked for the human error possibility. Appendix B shows the example of SHERPA analysis result. SHERPA iidentified 31 human error possibility and six types of error based on error taxonomy. The six types are A6, A7, A8, S2, R1, C1. History of costumer s error when they do money is used to determine the probability. Classification of the probability is based on Lane et al.. In criticality the criteria must be defined first. An error considered as critical if costumer get money and or time loss. From 31 error possibility theree are 13 consider as critical. The remedial strategy is given to prevent or mitigate the cause of human error. The example of SHERPA analysis is shown in Appendix B. 4. DISCUSSION The main purpose of this analysis to give an example of possibility of human error in the use of especially in money facility. In other hand, this analysis can also be the base of system improvement. From 31 possibly human errors that identified in SHERPA, 13 are critical. These critical possibility should be given much attention when make system improvement. The improvement must be make costumers doing error as less as possible or no error at all. Mitigation has been prepared by XYZ Bank like giving a warning if the costumer enter wrong user identity (user id and password) in the begining, but there are no information of permitable error. The other example is error in fill up the form. The system mitigation prepared for this kind of error is giving which give information of used to, reciver, total of money d, etc.but this kind of mitigation is have a weakness that is the has possibility of error itselfs and it is signed with critical. Remedial strategy in SHERPA analysis gives an alternative mitigation strategy for each error possibility. Some of these strategy has a excess compared with current mitigation. For example enter wrong money total, which the possibility is high and critical, mitigted by but there is possibility costumer not read the carefully, SHERPA suggested the mitigation with add total money confirmation question. When the total money confirmation is different from the first total money, the costumer can not continue to the next step. 5. CONCLUTION This research has identified 31 tasks based on HTA to do by using well. SHERPA analyze the possibility of human error from HTA and identified 31 possibilities of human error when doing by using. SHERPA also give possibly solution to the possibly human error. REFERENCES Tampubolon, N Surat Edaran: Penerapan Manajemen Risiko pada Aktivitas Pelayanan Jasa Bank Melalui Internet (Internet Banking), (online), ( apnp.pdf., retrieved June 4, 2013) E-banking (online). (id.wikipedia.org/wiki/ebanking, retrieved June 4, 2013) Burhani, R Pengguna Internet Banking Melonjak di Asia Tenggara, (online), ( a-internet-banking-melonjak-di-asia-tenggara, retrieved March 1, 2013) Mayasari, F., Kurniawati, E. P. & Nugroho P. I Antesenden dan Konsekuen Sikap Nasabah Dalam Menggunakan Internet Banking Dengan Menggunakan Kerangka Technology Acceptance Model (TAM) (Survey Pada Pengguna Klik BCA). presented in Sematik Oelsen, K. A Costumer Error in Internet Banking. presented in konfrensi NIK Dhillon, B. S Human Reliability: With Human Factors. Oxford: Pergamon Press Inc. Shepherd, A HTA As A Framework For Task Analysis, Ergonomics, 41(11): Shepherd, A Hierarchical Task Analysis. London: Taylor & Francis Stanton, N.A Systematic Human Error Reduction and Prediction Approach (SHERPA). In Stanton, N., Hedge, A., Brookhuis,K.,Salas,E. & Hendrick, H.(Ed.), Handbook of Human Factors and Ergonomics Methods, (pp ). New York: CRC Press. Stanton, N. A. & Barber, C.2005.Task Analysis for Error Identification. In Stanton, N., Hedge,A., Brookhuis,K.,Salas,E. & Hendrick, H. (Ed.), Handbook of Human Factors and Ergonomics Methods, (pp ). New York: CRC Press. Lane, R., Stanton N. A., & Harrison, D Applying Hierarchical Task Analysis To Medication Administration Errors, Applied Ergonomics. 37(2005):

4 APPENDIX A The valid HTA use of money by using is shown below. Plan 1: 1.1>1.2>1.3> >1.6 Plan 2: 2.1>2.2 0 Funds Plan 0 : 1>2>3>4>5>6>7 1 Enter to internet banking system 2 Select funds menu 3 Fill the form 4 Click next 5 Check the 7 Click proceed 2.1 Select funds facility 2.2 Select type of Plan 3: >3.4/ 3.5 if through 6 RTGS or clearing facility Fill the verification >3.14 form then >3.6>3.7>3.8>3.9>3.10 Plan 6: 6.1>6.2> Input the number to e-secure 6.3 Input token to 1.1 Open internet browser 1.3 Click personal login 1.5 Input password 6.2 Receive token from e-secure 1.2 Open XYZ internet banking website 1.4 Input username 1.6 Click login Figure 2. Decomposition Diagram of Money Transfer From 3 Plan 3.2: if the is not within XYZ Bank>3.2.2 / Select source 3.2 Select destination 3.3 Input amount to 3.4 Input news 3.6 Click key 3.8 Input the number to e-secure 3.9 Receive token from e-secure 3.10 Input token to 3.11 Input recipient name 3.13 Select status 3.5 Input reference number 3.7 Activate e-secure Plan 3.7: 3.7.1>3.7.2> Input destination number Select Bank to name Input listed Press power Input e-secure PIN Press number Select nationality 3.14 Check the terms and conditions agreement box Figure 2. Decomposition Diagram of Money Transfer (Cont.) 344

5 APPENDIX B Example of SHERPA analysis shown on the tabel below. TABLE I SHERPA TABLE No Step of Task Error Mode 1 1,1 A6 Wrong browser 2 1,2 A7 Wrong website access Description Consequence Recovery P C Remedial Strategy Can not use well Can not enter system - H - M 3 1,3 A6 choose corporate login Can not acces personal - M Pop up warning 4 1,4 A7 Input wrong user id 5 1,5 A7 input wrong password 6 1,6 A6 select other buton then login select stage. If error more then allowence the suspended for several time select stage. If error more then allowence the suspended for several time select stage - M! - M! 7 2,1 S2 Not select option Can not do money - M Pop up warning with the error limit Pop up warning with the error limit - L Pop up warning 8 2,2 S2 Select wrong type 9 3,1 S2 Select wrong first A7 Enter wrong number Can not do as the customer want the destenation the destenation - M 5 H! for every type of Show the in Show the destenation in S2 Select wrong bank the destenation Show bank list in theform S2 Select wrong accont in list the destenation 5 L! Show the destenation in A7 Enter wrong total of money A7 Enter wrong news A7 Enter wrong reference number A S S2 Enter wrong recipent when with Enter wrong nation when with Enter wrong status when with Total money to be ed News information to be sent Reference numberinformation to be sent Name information to be sent Nation information to be sent Residental status information to be sent 5 H! 5 L 5 M Add total money confirmation question Show news in Show referance number in 5 L! Pop up warning 5 L! Pop up warning and information of Pop up warning and information of status 345