Identifying causes of failure: a case study in computerized stock control†

This is the authors' abstract. We don't add key points for this paper.

This case study considers the introduction of a computerized stock control system at a chocolate factory that is part of a large foods group. It focuses upon the problems faced by management and argues that such installations involve not merely quantifiable, technological issues, but also, qualitative, human concerns which management are apt to ignore. Management searched for a single causal factor—the reason why the computer was causing problems—which was to detract from the multiplicity of factors that were interacting and compounding to create system malfunctioning.