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IE 327Introduction to Work Design

Dr. Andris Freivalds

Class #28

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Scope of Human Factors Engineering

• Different levels of study and intervention:

– Micro-level• Physical design of tools,

human-computer interface,physical environment

– Macro-level• Organizational design,

job design, change management

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What is Macroergonomics?

• also called sociotechnical, the study of the society/technology interface. The study of the consequences of technology for social relationships, processes, and institutions. (Computers and Society Glossary)

• the optimization of organizational and work systems design through consideration of relevant personnel, technological and environmental variables and their interactions. (H.W. Hendrick)

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Goal

• The goal of macroergonomics is a fully harmonized work system at both the macro- and micro-ergonomic level which results in improved productivity, job satisfaction, health and safety, and employee commitment.

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Balance Model

Organization

Tools/Technology

Environment

Tasks

Human

• All elements interact - any change in one will affect other elements

• If all elements are not designed to fit together, there may be a misfit

• Misfits lead to safety, productivity, efficiency, quality problems

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Possible Misfits

• Worker lacks skills/knowledge base

• Employees do not agree with management policies

• Technology is not well suited for the worker/task/organization

• Organization is harming the environment

• Outside factors influence work

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How can Macroergonomics Help?

• Analyze the whole system

• Determine the “fit” of each element

• Consider aspects other than just changing the job

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Tasks

• Properties– Content– Control– Demands– Interrelationships

• Tasks are usually changed to improve safety and/or production

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Lifting Case Study

• How do you convince workers to change?• If you change this task, how does it change

other tasks?

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Tools/Technology

• Properties– Functions– Capabilities– Capacities– Usability– Friendliness– Integration

• Many companies are introducing new technology

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CPOE Case Study

• Traditional paper and pencil industry• How do you get everyone on-board?• How do you ensure

success?

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Organization

• Properties– Purposes– Policies– Procedures– Supervision– Decision making structure– Reward Structure

• Changes can have a ripple effect

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McWane

• What were the management policies?• How did the workers feel about working there?

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Department of Homeland Security

• Where is their:– Organization? (hodge podge)– Line of communications?

• What is their reputation?– e.g. consider TSA (Transportation Security

Administration)!– e.g. consider the Katrina response!

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Environment

• Properties– Physical

• Comfort• Sensory and Performance disruption

– Social• Interaction with coworkers/boss• Social support• Extra-organization factors

• Internal and external factors have an affect

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Gilbane Gold

• How does the environment affect the company?

• How does the company affect the environment?

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Sensory/Environmental Analysis Case Study

• How does the presence of these factors affect the worker/job?

• How can the system deal with these issues?

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Human

• Properties– Background– Attributes– Experience– Needs– Skills– Motivations– Intelligence

• Most difficult element to change

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Four Main Areas of Concern

• Physiological factors– Vision– Height– Weight– Forward arm reach– Strength– Disabilities

• Psychological factors– Attention– Memory– Fear– Boredom– Fatigue– Satisfaction– Stress

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• Psychosocial factors– Workload– Work content– Repetition– Boredom– Role ambiguity– Role conflict– Mental demands– Supervisor-employee

relationship– Social support at work

and home/community

– Shift work– Reward structure - pay,

benefits, equity– Status

• Behavioral factors– Reaction time– Response accuracy– Appropriateness of

response– Adaptation– Endurance

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Human Element

• Can you change the human?

• How do you motivate employees?

• How do you get employees to accept change?

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Maslow’s Hierarchy of Needs

Physiological Needs

Safety Needs

Social Needs

Esteem Needs

SelfActualization

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Macroergonomic Case Studies #1 Southwest - Pros

• Culture based on the customers, employees, and shareholders

• Strong work ethic, but have fun

• Keep costs low

• High performance

• Hire for attitude not skills?

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Macroergonomic Case Studies #1 Southwest Airlines - Cons

• Not completely nationwide

• No “frills”

• Ignore competition?

• Hire for attitude not skills?

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Macroergonomic Case Studies #2 Wal-Mart - Pros

• Innovative

• Employee participation

• Continuous training

• Adapt to the environment

• Community involvement

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Macroergonomic Case Studies #2 Wal-Mart - Cons

• No Union?

• Different philosophies at each store

• Worker treatment

• “Bully” vendors

• Public opinion

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Macroergonomics - Review

• Examines all aspects of the system

• A misfit in any area can lead to total failure

• Work to ensure harmony within every part of the system