中文摘要：

以我国接包方企业承接服务外包（BPO，Business Process Outsourcing）业务中“数据处理业务”录入人员为研究对象，基于CREAM追溯分析和概率预测方法，建立数据处理业务录入人因失误分析模型，提出适用于数据处理业务人因失误事件分析的追溯框架以及概率计算框架。并以某数据处理企业中存在的疏忽典型人因失误为例进行了分析与计算。深入探讨录入人因失误其内在诱因和内在联系，对于接包方企业制订对策预防人误的频繁发生具有重要意义，为改善录入人员的可靠性提供了依据。

英文摘要：

The article studies the data entry operators in the entry process of the data- processing BPO business which is the most representative BPO service for outsourcing providers and analyzes the human error of the data entry operators. Based on the retrospective method of CREAM（Cognitive Reliability and Error Analysis Method）, a human error analysis model of data- processing business is established and a retrospective framework and a probability calculation frame are also proposed for the analysis of human error event in the data-processing business. One kind of typical haman errors by negligence is analyzed. The inner incentive and relationship of the data entry human error are discussed in depth. The result shows that it is important for outsourcing providers to take some countermeasures to prevent the data-entry human error occurring frequently. It also provides some evidences for improving the reliability of the data entry operators.