- Tytuł:
- Ergonomics and Work Organization: The Relationship Between Tayloristic Design and Workers’ Health in Banks and Credit Cards Companies
- Autorzy:
-
Sznelwar, L. I.
Mascia, F. L.
Zilbovicius, M.
Arbix, G. - Powiązania:
- https://bibliotekanauki.pl/articles/91022.pdf
- Data publikacji:
- 1999
- Wydawca:
- Centralny Instytut Ochrony Pracy
- Tematy:
-
call center
ergonomic work analysis
taylorism
computerised system
work related musculoskeletal disorders
analiza pracy
układ mięśniowo-szkieletowy
ergonomia
organizacja pracy - Opis:
- The discussion developed in this paper is based on the results of an ergonomic work analysis carried out with attendants at call centers. Some critical issues and difficulties, like working pace, inadequate tools and workstations, and software inadequacies were detected in working situations. Operator-customer interactions are presented, attempting to put in evidence working constraints, working conditions, and their connection with health problems. The main conclusion is that serving clients, especially when the job is to provide information, is not a simple task, as information is not always available in the computerized system and is completely fragmented. The scope of workers’ actions is very restricted and complicated and recurrent requests are redirected to others. Workers (individually or as groups) have limited possibilities to make adjustments to be able to give more adequate and personalized treatment to clients and, at the same time, to work in a less stressful environment. In periods of increased workload and work intensification, the situation is very much favorable to the incidence of health disorders, such as work related musculoskeletal disorders (WMSD) and others. Some suggestions to improve the work situation are discussed.
- Źródło:
-
International Journal of Occupational Safety and Ergonomics; 1999, 5, 2; 291-301
1080-3548 - Pojawia się w:
- International Journal of Occupational Safety and Ergonomics
- Dostawca treści:
- Biblioteka Nauki
Artykuł