标题:
电话客服人员的VDT工作站评估与听力损失之研究An Ergonomics Study on VDT Workstation Evaluation and Hearing Loss of Telephone Customer Service Workers
作者:
杨健炘, 吴水丕, 余丰荣, 陈均荣
关键字:
电话客服人员, VDT工作站, 人因介入, 肌肉骨骼疾病Telephone Customer Service Representatives; VDT Workstation; Ergonomic Intervention; Musculoskeletal Diseases
期刊名称:
《Management Science and Engineering》, Vol.3 No.1B, 2014-04-24
摘要:
企业为了更能快速的提供顾客服务，纷纷均设立计算机–电话客服中心。然而计算机操作人员却经常发生肌肉骨骼的不适，因此，本研究共征募12位女性受试者參与人因实验，研究的变项为键盘/滑鼠高度及电话摆放位置，衡量效标则包括接听电话正确率、肌电讯号(EMG)、主观肌肉疲勞评量以及主观偏好。本研究结果发现：1) 综合各项衡量效标后发现，以键盘/滑鼠托盘高 × 电话左边的配置方式为最佳；2) 主观肌肉骨骼评量在键盘/滑鼠托盘高 × 电话左边的配置时，明显低于其他配置方式；3) 受试者主观偏好于键盘/滑鼠托盘高 × 电话左边的配置方式。研究结果将有助于企业界对于VDT工作配置提出建议。
The popularity and convenience of computers
have boosted the development of the computer-telephone customer service
industry. In order to provide faster service for customers, enterprises set up
computer-telephone service centers. However, musculoskeletal discomfort and
pain for those who operate computers and telephones appear. This study aims to
investigate their best layout by means of ergonomic analysis in order to lower
the discomfort in musculoskeletal for telephone service personnel. Through the experimental
research method, the second part discusses the effect of height of keyboard/mouse
and telephone position of the VDT workstation as telephone customer service representatives
answer the incoming calls. A total of 12 female subjects are recruited to
participate in the experiment. Height of keyboard/mouse and telephone position
are the in dependant variables, including six kinds of layout. Evaluation
criteria include the accuracy of answering the phone, EMG, subjective muscle
fatigue evaluation and subjective preference. The experiment results discover that:
1) after reviewing each evaluation criterion, the layout of keyboard/mouse on
tray × telephone on desktop left is the best; 2) in terms of subjective
musculoskeletal fatigue, the layout of keyboard/mouse on tray × telephone on
desktop left is significantly lower than other layouts; 3) in terms of
subjective preference, the subjects prefer the layout of keyboard/mouse on tray
× telephone on desktop left. The results are useful for the VDT setting for all
industries.