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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.
Wydawca
Rocznik
Tom
Strony
291--301
Opis fizyczny
Bibliogr. 9 poz., wykr.
Twórcy
autor
- University of Sao Paulo, Brazil
autor
- University of Sao Paulo, Brazil
autor
- University of Sao Paulo, Brazil
autor
- University of Sao Paulo, Brazil
Bibliografia
- [1] Carayon, P. (1994). Effects of electronic performance monitoring on job design and worker stress: Results of two studies. International Journal of Human-Computer Interaction, 6(2), 177-190.
- [2] Carballeda, G, Garrigou, A., & Daniellou, F. (1994). Organizational changes: Organization stabilization vs worker destalization. The case of a high-risk process control plant. In G.E. Bradley & H.W. Hendrick (Eds.), Human factors in organizational design and management-IV (pp. 161-166). Amsterdam: Elsevier Science.
- [3] Daniellou, F. (1996). Questions épistémiologiques soulevées par l’ergonomie de conception [Epistemologjcal issues raised by design ergonomics]. In F. Daniellou (Ed.), L'ergonomie en quȇte de ses principes (pp. 183-200). Toulouse, France: Octares.
- [4] Dejours, C. (1993). Travail et usure mentale: De la psychopathologie à la psychodynamique du travail [Work and mental weary: From psychopathology to psychodynamics of work]. Paris: Bayard Éditions.
- [5] Guérin, F., Laville, A., Daniellou, F., Duraffourg, J., & Kerguelen, A. (1997). Comprendre le travail pour le transformer: La pratique de l ’ergonomie [Understand work to transform it: The practice of ergonomics]. Paris: Association Nationale pour l’Amélioration des Conditions de Travail.
- [6] Lorino, P. (1997). Méthodes et pratiques de la performance: Le guide du pilotage [Methods and practices of performance: The guide to guidance], Paris: Les éditions d’organisation.
- [7] Wisner, A. (1993). A metodologia na ergonomia: Ontem e hoje [Methodology in ergonomics: Yesterday and today]. In A.A. Wisner (Ed.), Inteligȇncia no trabalho textos selecionados de ergonomia (pp. 87-107). São Paulo, Brasil: Fundacentro.
- [8] Zarifian, P. (1990). La nouvelle productivité [The new productivity]. Paris: Harmattan.
- [9] Zarifian, P. (1995). Le travail et I’évenement: Essai sociologique sur le travail industriel à I’époque actuelle [Work and event: Sociologic essay about industrial work in present times]. Paris: Harmattan.
Typ dokumentu
Bibliografia
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bwmeta1.element.baztech-0b75bf04-b6e3-4524-ac97-52047b62b4e2