Role of ergonomics in re-designing job design in call centres

Abstract

Purpose of the article Ergonomics focus, regarding job design is to address the issue of fitting the job to the worker. This means that other things such as space, matter, pedagogical parameters and organizational environment need to be adjusted to the worker, to obtain optimal performance. Hence it is important that jobs are designed in a way that the environment of the worker becomes ergonomically better. Methods Seventeen interviews were taken from employees of call centres of three major telecom companies in Islamabad. The interviews were semi-structured and NVivo 10 was used for analysis. Results The results indicated the influence of the following ergonomic factors on job design. i) Force, mental well-being, and supervisor and peer support acted more on complexity of task. ii) Inappropriate postures, mental well-being, characteristics of work, supervisor and peer support and work environment acted on skill and efforts required. iii) Repetitiveness, workstation design, mental well-being, supervisor and peer support, work environment and characteristics of work acted more on degree of worker control. Conclusion It was concluded that the issues related to these factors should be addressed, to improve job designs at workplace.

A Study on Effect of Job Design and Ergonomics on Employee Performance in Indian Automotive Sector

“…When issues of Ergonomics are addressed, Job Design certainly gets affected. 51 Work design includes work layout, work pattern, and physical work environment that directly influences job performance. 50 The Ergonomic conditions when considered with Job Design can be pinpointed and considered as a pinnacle that affects employee performance the most.…”

“…Improvement in ergonomics is directly linked with the betterment of job design. 51 According to an article in Work Design Magazine, workplace designing is a project which comes under the blanket name of job design. Managers spend their useful chunk of time in understanding and satisfying their personnel needs.…”

Revisión bibliográfica de los tipos de Ergonomía estudiadas en las publicaciones científicas localizadas en la Web of Science, 2019-2022

“…La ergonomía es considerada una disciplina científica que brinda elementos para la evaluación de los riesgos ergonómicos que se presentan en el trabajo y que pueden prevenir las enfermedades y lesiones laborales, promoviendo así una mayor integración del personal y mejorando las condiciones de trabajo y de trabajo de los empleados (Agila, 2014) extendido a nivel mundial (Torres y Rodríguez, 2021). La ergonomía implica adaptar el entorno al usuario para favorecer su salud y obtener un rendimiento óptimo, de tal manera que el entorno del trabajador sea ergonómicamente mejor (Khattak, 2021). La P á g i n a 3091 intensidad del trabajo y el tiempo de trabajo son dos extensiones en las que se pueden producir equivocaciones y lesiones (Bergsten et al,.2021).…”

Impact of Industry 4.0 adoption on workload demands in contact centers

“…On the other hand, as I4.0 facilitates real‐time data collection and information sharing across processes, decision‐making takes place in shorter feedback loops, possibly increasing the temporal demand on employees and negatively affecting their workload. The relevance and extent of this relationship may be amplified when considering workplaces that are traditionally known for high workloads, such as call centers (Khattak, 2021; Sprigg et al, 2007).…”