Ergonomics and Its Effect on Employee Productivity in Call Center
What is ergonomics?
Most people have heard of ergonomics and think it is something to do with seating or with the design of car controls and instruments. It isbut it is much more! Ergonomics is the application of scientific information concerning humans to the design of objects, systems and environment for human use. Ergonomics comes into everything which involves people. Work systems, sports and leisure, health and safety should all embody ergonomics principles if well designed.
Why was the video recorder one of the most frustrating domestic items to operate? Why do some car seats leave you aching after a long journey? Why do some computer workstations confer eyestrain and muscle fatigue? Such human irritations and inconveniences are not inevitable – ergonomics is an approach which puts human needs and capabilities at the focus of designing technological systems. The aim is to ensure that humans and technology work in complete harmony, with the equipment and tasks aligned to human characteristics.
Ergonomics has a wide application to everyday domestic situations, but there are even more significant implications for efficiency, productivity, safety and health in work settings. For example:
* Designing equipment and systems including computers, so that they are easier to use and less likely to lead to errors in operation – particularly important in high stress and safety-critical operations such as control rooms. Designing tasks and jobs so that they are effective and take account of human needs such as rest breaks and sensible shift patterns, as well as other factors such as intrinsic rewards of work itself.
* Designing equipment and work arrangements to improve working posture and ease the load on the body, thus reducing instances of Repetitive Strain Injury/Work Related Upper Limb Disorder.
* Information design, to make the interpretation and use of handbooks, signs, and displays easier and less error-prone.
* Design of training arrangements to cover all significant aspects of the job concerned and to take account of human learning requirements.
* The design of military and space equipment and systems – an extreme case of demands on the human being. Designing working environments, including lighting and heating, to suit the needs of the users and the tasks performed. Where necessary, design of personal protective equipment for work and hostile environments.
* In developing countries, the acceptability and effectiveness of even fairly basic technology can be significantly enhanced.
The multi-disciplinary nature of ergonomics (sometimes called Human Factors) is immediately obvious. The ergonomist works in teams which may involve a variety of other professions: design engineers, production engineers, industrial designers, computer specialists, industrial