Redesigning computer call center work: a longitudinal field experiment

Computer technology call centers provide technical assistance to customers via the telephone to solve computer hardware and software problems. The simultaneous demands for technical and customer service skills often place strain on call center employees, frequently producing poor job attitudes. We utilized a field experiment (N = 149) with a randomly assigned pretest–posttest and control group design to compare three interventions' effectiveness on employee job attitudes in a computer technology call center: Intervention 1 focused on aligning organizational structures; Intervention 2 focused on increasing employee involvement in work processes (high‐involvement); and Intervention 3 implemented autonomous work teams. We found that high‐involvement work processes produced the most potent effects on job satisfaction and organizational commitment attitudes, as well as on performance (i.e., improved customer satisfaction scores, increased closed problems, reduced problems escalated, and fewer repeat calls). Further, we found that group work preference moderated the results between the group‐oriented interventions and employees' job satisfaction. Under high involvement and in autonomous work teams, high preferences for group work resulted in greater job satisfaction than when employees had lower preferences for group work. However, preferences for group work were not associated with increased organizational commitment in either intervention. Copyright © 2004 John Wiley & Sons, Ltd.     

基于RBI技术的化工装置压力管道风险评估与在线检验策略研究

基于RBI方法原理,实施化工装置压力管道风险评估。在风险评估过程中,将装置内各腐蚀回路中的压力管道按照管径、材质及用途等因素进行分组,以得到各压力管道组的风险等级,在此基础上确定其抽检比例,制订在线检验策略。以某厂环氧乙烷/乙二醇〖JP2〗（EO/EG）装置为对象,应用壳牌S-RBI软件完成装置内274组（共458条）压力管道风险评估工作,根据风险评估结果共抽取178条压力管道实施在线检验,考虑到该装置存在的减薄机理,在线检验技术手段以测厚和宏观检查为主,并对部分中高风险等级以上的压力管道进行数字射线检测。检验结果表明:基于RBI技术的压力管道在线检验策略能够有效发现压力管道系统中存在的安全隐患,并节约检验成本。     

无人机技术在锅炉内部检验中的应用

传统锅炉内部检验方法有着工作周期长、经济效益差、危险性高的局限性,而无人机检验具有成本低、反应灵活、空间适用性强等优势,本文旨在通过将无人机应用于电站锅炉及垃圾焚烧锅炉内部检验的应用实例,根据无人机本身特性及锅炉内部结构特点,确定无人机检验方案,完善无人机检验方法,并指出目前在锅炉内部进行无人机检验时存在的问题以及改进...     

An Ergonomics Study of a Semiconductors Factory in an IDC for Improvement in Occupational Health and Safety

The study aimed to conduct an ergonomic intervention on a conventional line (CL) in a semiconductor factory in Malaysia, an industrially developing country (IDC), to improve workers’ occupational health and safety (OHS). Low-cost and simple (LCS) ergonomics methods were used (suitable for IDCs), e.g., subjective assessment, direct observation, use of archival data and assessment of noise. It was found that workers were facing noise irritation, neck and back pains and headache in the various processes in the CL. LCS ergonomic interventions to rectify the problems included installing noise insulating covers, providing earplugs, installing elevated platforms, slanting visual display terminals and installing extra exhaust fans. The interventions cost less than 3 000 USD but they significantly improved workers’ OHS, which directly correlated with an improvement in working conditions and job satisfaction. The findings are useful in solving OHS problems in electronics industries in IDCs as they share similar manufacturing processes, problems and limitations.     

基于数字信息化的消防呼吸气瓶检验管理系统研究与开发

为解决碳纤维缠绕式消防呼吸气瓶检验中因单机作业而存在的检验效率低、检验质量差、受人为因素影响的问题,研究开发基于数字信息化的碳纤维缠绕式消防呼吸气瓶检验管理系统,该检验系统包括消防呼吸气瓶数据库、OA系统、呼吸气瓶检验软件和手机APP。利用二维码技术和计算机网络,实现呼吸气瓶数据库、检验软件、OA约检和报告审核审批系统、手机APP的数据传输。结果表明:该检验管理系统实现了呼吸气瓶检验的无纸化、过程的可追溯性、检验结果的防伪性等功能,其对于碳纤维缠绕式消防呼吸气瓶检验具有较强的适用性和可行性。     

Investigating data entry task performance on a laptop under the impact of vibration: the effect of color.

The last 20 years have seen a tremendous growth in mobile computing and wireless communications and services. An experimental study was conducted to explore the effect of text/background color on a laptop computing system along with variable environmental vibration on operators' data entry task performance in moving automobiles. The operators' performance was measured in terms of the number of characters entered per minute without spaces (NCEPMWS) on a laptop computing system. The subjects were divided into 3 categories, namely, Novices, Intermediates and Experts. Findings suggest a re-evaluation of existing laptop designs taking ergonomics into consideration. It appears that proper selection of text/background color on the laptop coupled with controlled vehicular speed could result in a better quality of interaction between human and laptops and it could also resolve the problem of poor data entry task performance.     

面向客户的特种设备数据服务平台研发与应用

特种设备数据服务平台是基于B／S结构开发的信息管理系统,能面向客户并实现监察机构、检验机构、使用机构三方数据联动,把客户特种设备管理、收费系统、网上报检、历年检验报告查询、检验进度查询、委托业务管理、用户点对点资料传输等实现一站式服务。项目的应用为监察机构、检验机构和企业实现数据资源高效管理,简化业务办理流程,加强企业对特种设备管理的力度提供技术支持。     

关于电器产品电气安全性能在线检测及远程监管系统的研究

为解决出口电器产品电气安全问题,政府部门检验职能逐步转向对整个生产环节进行监管。通过在线检测及远程监管系统的建立,对企业综合信息、产品质量信息、外贸申报信息、政府监管信息等产业链信息进行管理和验证,实现了抽批检验、验证检验、过程检验、型式试验、质量体系监督管理、质量事故追溯等,对产品信息源的真实性、准确性实施有效监控,突破了政府部门传统检验监管发展的瓶颈,在保证监管有效性的同时降低了成本提高了效率。     

Will Musculoskeletal,Visual and Psychosocial Stress Change for Visual Display Unit (VDU) Operators When Moving From a Single-Occupancy Office to an Office Landscape?

This study investigated the effect of moving from single-occupancy offices to a landscape environment. Thirty-two visual display unit (VDU) operators reported no significant change in visual discomfort. Lighting conditions and glare reported subjectively showed no significant correlation with visual discomfort. Experience of pain was found to reduce subjectively rated work capacity during VDU tasks. The correlation between visual discomfort and reduced work capacity for single-occupancy offices was r_s = .88 (p = .000) and for office landscape r_s = .82 (p = .000). Eye blink rate during habitual VDU work was recorded for 12 operators randomly selected from the 32 participants in the office landscape. A marked drop in eye blink rate during VDU work was found compared to eye blink rate during easy conversation. There were no significant changes in pain intensity in the neck, shoulder, forearm, wrist/hand, back or headache (.24 < p < .67). Pain levels in different body areas were significantly correlated with reduced work capacity, .77 < r_s < .99 (p = .000).     

Influence of visual clutter on the effect of navigated safety inspection: a case study on elevator installation

Introduction. Navigated safety inspection based on task-specific checklists can increase the hazard detection rate, theoretically with interference from scene complexity. Visual clutter, a proxy of scene complexity, can theoretically impair visual search performance, but its impact on the effect of safety inspection performance remains to be explored for the optimization of navigated inspection. This research aims to explore whether the relationship between working memory and hazard detection rate is moderated by visual clutter. Methods. Based on a perceptive model of hazard detection, we: (a) developed a mathematical influence model for construction hazard detection; (b) designed an experiment to observe the performance of hazard detection rate with adjusted working memory under different levels of visual clutter, while using an eye-tracking device to observe participants’ visual search processes; (c) utilized logistic regression to analyze the developed model under various visual clutter. Conclusion. The effect of a strengthened working memory on the detection rate through increased search efficiency is more apparent in high visual clutter. This study confirms the role of visual clutter in construction-navigated inspections, thus serving as a foundation for the optimization of inspection planning.     

Consumer product-related eye injury in the United States, 1998-2002

PROBLEM: Eye injury is currently a leading cause of visual impairment and monocular blindness in the United States. Information regarding consumer products associated with eye injuries can have important implications for the prevention of these injuries. METHODS: The National Electronic Injury Surveillance System (NEISS) was used to describe the types of consumer products associated with emergency department treated eye injuries in the United States from 1998 through 2002. RESULTS: The leading product type associated with eye injuries was welding equipment followed by household cleaners, basketball equipment, workshop equipment, and adhesives. Eye injuries attributed to hardware, tools, construction, sports, toys, and lawn equipment were more common among males. In females, eye injuries attributable to chemicals, housewares, storage and organization, and bed and bath items were more common. Differences were also apparent across the age spectrum. CONCLUSION: This study identified specific products and categories of products frequently associated with eye injury and prevention initiatives should focus on these items. IMPACT ON INDUSTRY: This study has identified consumer products associated with eye injuries requiring medical treatment in the United States. Manufacturers of these products could be encouraged to add or strengthen safety messages regarding the potential for eye injury.     

驾驶员接管自动驾驶车辆的眼动特性和行为分析

为探究接管自动驾驶车辆期间驾驶员的视觉特性,分析眼动与接管反应操控行为的关系,开展驾驶模拟试验收集驾驶行为及眼动数据。运用统计学方法,分析驾驶员感知不同接管场景的视觉特性,探究接管请求(TOR)前后眼动指标的变化规律;并基于视觉分配和瞳孔变化特性分析驾驶行为,揭示眼动特性与接管反应及驾驶操纵策略的内在联系。结果表明:TOR前,相较于静态场景,驾驶员感知动态场景诱发元素扫视更频繁且平均注视时间更短;此时驾驶员的视觉分配特性与其接管反应行为存在显著相关性。TOR后,驾驶员的注视时间增加,眨眼频率降低,瞳孔直径扩张,眼跳幅度增大;不同场景下驾驶员的瞳孔差异表明其应对动态场景时具备更好的警戒水平和更平稳的操纵策略。     

Ranking of process safety cultures for risk-based inspections using indicative safety culture assessments

Although major hazard industries have no legal obligations to demonstrate a good safety culture, it is an increasingly important factor for risk-based inspections. This paper describes the development and evaluation of a relatively simple method for external indicative assessment of the process safety culture in major hazard industries. As a first step, a tool was developed. Second, the tool was successfully tested in a workshop with major hazard inspectors. After this ‘proof of concept’ and a few adaptations to improve the tool, quantitative evaluation and validation were carried out with a representative sample of major hazard inspectors in the Netherlands. In this stage, the tool comprised 30 questions, of which 19 sufficiently frequent valid responses were given for the validity test. The evaluations demonstrate that without specific preparations, inspection teams can use the tool to discriminate between plants with poor or good safety cultures. That is sufficient for ranking as additional input for risk-based inspection strategies. The resulting indicative ‘scores’ for safety culture correlate meaningfully with the quality of process safety management systems and the number of (legal) non-compliances, which were identified by the inspection team at the same occasion. The use of the tool can be further improved by training inspectors, making minor adaptations of the inspection process, and broadening the scope of a few questions. It is expected that external assessments of safety culture will become increasingly important not only for inspectorates, but also for a range of other external stakeholders.     

塔机驾驶员的持续性视觉注意负荷研究

为提高塔机作业安全工效,基于视觉心理学、认知心理学理论,利用眼动追踪技术记录驾驶员视觉行为数据,分析和评估塔机驾驶员视觉转移过程的表征参数,结果表明:起重作业过程中驾驶员注视时间长,视知觉资源主要集中于起吊物,保持持续性注意状态,以维持高效起重作业,心理负荷较大;起重作业不同子过程注视时间与瞳孔直径差异较大,在空中平移过程中注意力较为分散,瞳孔直径较小,心理负荷较小。据此,提出了塔机起重作业的人因工效改善方向,为起重作业安全实施提供决策支持。     

石油行业安全生产标准化建设要点研究

为了探究石油行业安全生产标准化建设过程中存在的普遍性问题,依据2014年全国183家石油行业安全生产标准化一级企业评审过程中的问题项及扣分情况,提炼出石油行业在领导责任和承诺、HSE方针、策划、组织机构、资源和文件、实施和运行、检查和管理评审共7个一级要素的问题项清单。通过实地调研和问卷数据处理,最终得到石油行业安全生产标准化建设的要点清单,可为企业有针对性的安全检查和隐患整改提供依据。     

基于GIS的机场应急救援演练系统开发与应用研究

针对我国机场在应急救援演练工作中,缺乏演练过程和监控记录、演练成本高且效果差、评价环节不科学等问题,基于GIS技术建立机场应急救援演练系统,论述系统功能需求、总体框架、实现方法和技术路线。实例证明:系统以GIS技术为基础,能够实现机场应急救援演练全过程记录,基本达到民用运输机场应急救援演练及培训全过程的信息化、集成化要求,可为全国其他机场开展应急救援演练系统工程应用提供参考。     

家庭装修的安全问题及对策

家庭装修已成为我国城镇居民追求安康 ,舒适的居家环境的一种需求 ,也成为大众消费的新动向 ,但随之引发的安全、健康问题十分突出 ,主要包括对房屋结构的破坏、火灾隐患、对人体健康和居住环境的不良影响等。产生这些安全与健康问题主要是住户安全健康意识差、商品房开发标准低、设计不合理以及装饰市场管理混乱等原因。笔者认为 ,必须引起人们的高度重视 ,并采取相应的对策 ,包括政府对装饰市场的规范化管理、坚持“以人为本”进行建筑设计和装修设计 ,住户选择正规的施工队伍并委托监理工程师对装修的质量和安全进行监督等 ,以保护消费者的安全健康     

Changes in driving performance after first and second eye cataract surgery: A driving simulator study

Introduction: This study investigated the separate impact of first eye and second eye cataract surgery on driving performance, as measured on a driving simulator. Method: Forty-four older drivers with bilateral cataract aged 55+ years, awaiting first eye cataract surgery participated in a prospective cohort study. They completed a questionnaire, visual tests and a driving simulator assessment at three time points: before first eye, after first eye, and after second eye cataract surgery. Generalized Estimating Equation Poisson or linear regression models were undertaken to examine the change in four driving outcomes of interest after adjusting for cataract surgery and other potential confounders. Results: The rate of crashes/near crashes decreased significantly by 36% (incidence rate ratio (IRR) 0.64, 95% CI 0.47–0.88, p = 0.01) after first eye surgery and 47% (IRR 0.53, 95% CI 0.35–0.78, p < 0.001) after second eye surgery, compared to before first eye cataract surgery, after accounting for confounders. The rate of crashes/near crashes also decreased with better contrast sensitivity (IRR 0.69, 95% CI 0.48–0.90, p = 0.041). A separate model found that time spent speeding 10 kilometers per hour or more over the limit after second eye surgery was significantly less (0.14 min, p = 0.002), compared to before first eye surgery, after accounting for confounders. As contrast sensitivity improved, the duration of speeding also decreased significantly by 0.46 min (p = 0.038). There were no statistically significant changes in lane excursions or speed variation. Practical applications: The findings highlight the importance of timely first and second eye cataract surgery to ensure driver safety, especially as older drivers wait for second eye cataract surgery. It also provides further evidence that contrast sensitivity is probably a better predictor of driving ability in older drivers with cataract than visual acuity, the measure on which driver licensing requirements are currently based, and should also be used when assessing fitness to drive.     

Banging heads onboard buses: Assessment scheme to improve injury mitigation for bus passengers

Abstract

Objective: Although bus travel is one of the safest modes of transport, a substantial number of bus passengers in London are still injured in collision and harsh maneuver incidents, in particular emergency braking. It is not well understood how these passengers are injured. The objective was to better understand the injury mechanisms and develop countermeasures with a test and assessment procedure to prevent or mitigate these injuries.

Methods: The UK national STATS19 data were used to determine the size of the problem. Data, including CCTV footage, in combination with inspection of current buses, were used to determine injury mechanisms and identify features and areas in buses associated with more injuries.

An assessment system based on visual inspection was developed to encourage a reduction in the number of features associated with injury.

Results: The STATS19 analysis showed that three quarters of all injured casualties occurred in incidents where there was no impact, with this proportion rising for seriously injured casualties. Overrepresentation of older females was also seen.

The CCTV analysis and bus examinations highlighted issues with poorly positioned handrails, lack of compartmentalization (restraint), and objects with sharp edges and corners. It also showed that a much higher proportion of passengers seated in the area close to the middle doors and wheelchair area were injured compared to other areas of the bus. Factors contributing to this result were that this area contained more features associated with injury and that persons with reduced mobility have greater exposure in this area; that is, more vulnerable passengers currently sit in the less safe areas of the bus.

Conclusions: A novel analysis of CCTV footage has enabled a better understanding of injury mechanisms for bus passengers to be developed. In combination with inspection of current buses, this has been used to develop an assessment system to improve the safety of buses in London.