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 :侨光科技大学工业工程与管理学系,台中市,中华台北; 吴水丕 :华梵大学工业工程与经营信息学系,新北市,中华台北; 余丰荣 , 陈均荣 :大叶大学工业工程与管理系,彰化县,中华台北;

关键词: 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

摘要:

企业为了更能快速的提供顾客服务,纷纷均设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适,因此,本研究共征募12性受试者与人因实验,研究的变项为键盘/鼠高及电话摆放位置,衡效标则包括接听电话正确、肌电讯号(EMG)、主观肌肉疲以及主观偏好。本研究结果发现:1) 综合各项衡效标后发现,以键盘/鼠托盘高 × 电话左边的配置方式为最佳;2) 主观肌肉骨骼评在键盘/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/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.



Abstract:



Abstract:

文章引用: 杨健炘 , 吴水丕 , 余丰荣 , 陈均荣 (2014) 电话客服人员的VDT工作站评估与听力损失之研究。 管理科学与工程, 3, 64-67. doi: 10.12677/MSE.2014.31B011

参考文献

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