Analise ergonomica da gestão informatizada : o projeto SIGO da RFFSA

Dissertação (mestrado) - Universidade Federal de Santa Catarina. Centro TecnologicoFace à crescente demanda de transporte de cargas e procurando dinamizar o controle operacional, a RFFSA, a exemplo de outros segmentos do setor terciário, desenvolveu o projeto SIGO, Sistema Informatizado de Gerênciamento Operacional, objetivando tornar mais eficiente e confiável a operação ferroviária. O presente trabalho, tem por objetivo avaliar a atividade dos operadores do Sistema SIGO, em uma das Superintendências Regionais da Empresa, segundo o ponto de vista da Ergonomia, visando estabelecer um diagnóstico da mesma, em função desta nova tecnologia incorporada ao controle operacional da Ferrovia. Ao final, são apresentadas algumas recomendações para a melhoria das condições de trabalho dos gerentes operacionais que atuam no Centro de Comando Operacional (CCO)

Working at call centers and searching for meaning in "meaningless" tasks

Este artigo apresenta uma discussão relativa a aspectos significativos do trabalho em centrais de atendimento estudadas sob o ponto de vista da ergonomia e da psicodinâmica do trabalho. A discussão se apóia nos estudos realizados em empresas situadas nas cidades de São Paulo e Brasília entre meados dos anos 1990 e início dos anos 2000. As centrais de atendimento em questão se dedicam sobretudo a atividades financeiras (cartões de crédito, bancos), serviço público e telefonia (celular e fixa). Os resultados apontam para a importância de se modificar os paradigmas que norteiam o projeto do trabalho dos atendentes visando reverter os processos de sofrimento e adoecimento no trabalho. Além disso, eles sugerem novos paradigmas nos quais o trabalho é considerado como uma ferramenta de desenvolvimento profissional. Portanto, um meio para a realização pessoal dos atendentes e também para atingir objetivos de produtividade e qualidade compatíveis com o desenvolvimento humano e das organizações.Based on ergonomics and psychodynamics of work, this article discusses some significant aspects of work at call centres. The results are based on research carried out in companies located in São Paulo and Brasília, between the 90s and the beginnings of the year 2000. The call centers under study are mainly in the area of finance (credit cards and banks), but they are also from public services and telephone companies. Other than showing the importance of changing paradigms that guide operators' work, in order to reduce suffering and illness, the results suggest new paradigms in which work is a tool for operators' professional growth. Therefore, work as a mean to personal fulfilment, as well as to achieve productivity and quality goals , respecting human development in organizations

Attention to ideas! Exploring idea survival in internal crowdsourcing

Purpose \u2013 This paper analyzes how the distribution and structure of employees\u2019 attention influence idea survival in an organizational internal crowdsourcing session. Design/methodology/approach \u2013 Data from an online internal crowdsourcing session carried out within a multinational company with headquarters in Sweden were used to explore how idea attention influenced idea survival. Findings \u2013 Our findings indicate that the positive relationship between attention allocation and idea survival is mediated by idea appreciation, i.e. positive comments and suggestions that employees provide in response to ideas. In addition, we find that competition for attention negatively moderates the relationship between idea attention and positive comments. Finally, our results indicate that ideas are more likely to survive if they are submitted earlier in the crowdsourcing process and when the elapsed time since previously posted ideas in the session is longer. Practical implications \u2013 This study provides organizers of internal crowdsourcing sessions with new insights about factors influencing idea survival and about potential systematic biases in idea selection due to timing and competition between ideas. Originality/value \u2013 This paper contributes to the literature highlighting the relevance of attention-based theory in the context of crowd-based creativity and innovation management

L’apprentissage de l’ergonomie demande un nouveau regard : le cas d’un programme de spécialisation au Brésil

Cet article fait état d’une réflexion portant sur le processus d’apprentissage d’adultes qui sont élèves d’un programme de spécialisation en ergonomie. Les questions principales soulevées ici sont liées aux difficultés vécues par ces mêmes étudiants au cours de leur apprentissage théorique et pratique de l’Analyse Ergonomique du Travail (AET), ainsi que des concepts en ergonomie. Certains des aspects discutés concernent leur formation initiale, les relations sociales établies pendant leur travail pratique et le rapport avec l’incertitude, une caractéristique importante liée à la complexité de cette approche.This paper describes reflection on the learning process of adults who are studying in an ergonomics specialization program. The main questions raised here relate to the difficulties these students face in their theoretical and practical learning of Ergonomic Work Analysis, as well as ergonomic concepts. Some of the points discussed are the students’ initial training, the social relationships established during their practical work, and the relationship to uncertainty, an important characteristic linked to the complexity of this approach.Este estudio trata de una reflexión sobre el proceso de aprendizaje para adultos alumnos de un programa de especialización en ergonomía. Las cuestiones principales planteadas están vinculadas con las dificultades vividas por estos estudiantes a lo largo de su aprendizaje teórico y práctico del Análisis Ergonomico del Trabajo (AET), así como con los conceptos en ergonomía. Ciertos de los conceptos evocados conciernen su formación inicial, las relaciones sociales establecidas durante su trabajo práctico y la relación con la incertidumbre, una característica importante vinculada con la complejidad de este enfoque

L’empêchement au travail : une source majeure de TMS ?

La discussion sur la genèse des troubles musculo-squelettiques est, en partie, basée sur la question du mouvement, de la vitesse, de la force et de la répétitivité. A partir de différentes études portant sur les TMS concernant des situations de travail dans le tertiaire, nous proposons une discussion basée sur l’idée de l’empêchement. L’analyse est centrée sur l’effort pour ne pas bouger, l’effort pour ne pas penser, l’effort pour ne pas sentir, compte tenu des aspects de l’organisation du travail et du contenu de la tâche qui sont de véritables empêchements pour le sujet.The discussion about the genesis of musculoskeletal disorders is partly based on the question of movement, speed, force and repetitiveness. From various studies relating to the WRMD concerning work situations in the services sector, we propose a discussion based on the idea of impediment. The analysis is centered on the effort not to move, the effort not to think, the effort not to feel, taking into account the aspects of work organization and the contents of the task which are true impediments for the subjectLa discusión en torno a la génesis de los trastornos músculo-esqueléticos (TME) se encuentra, en parte, centrada en la cuestión del movimiento, la velocidad, la fuerza y la repetitividad. A partir de diferentes estudios sobre los TME llevados a cabo en el sector terciario, proponemos una discusión basada en la idea de impedimento. Teniendo en cuenta los aspectos de la organización del trabajo y del contenido de las tareas, verdaderos impedimentos para el sujeto, el análisis está centrado en el esfuerzo para no moverse, para no pensar, para no sentir

Contributions et démarche de l’ergonomie dans les processus de conception

Le présent article propose une démarche en ergonomie de conception industrielle qui articule trois approches :• une approche descendante qui correspond à une phase de conception classique au sein de laquelle l’ergonome va interagir avec les concepteurs en particulier en amont des projets ;• une approche ascendante, au cours de laquelle des retours d’expérience vont être menés dans les situations existantes afin d’enrichir l’analyse des besoins et de produire des scénarios d’activité future ;• une approche par simulation qui en interaction avec les deux approches présentées ci-dessus et grâce à la participation de représentants des différents utilisateurs des futurs équipements va permettre une co-construction de l’activité future des opérateurs et une évaluation des propositions des concepteurs.Une discussion des contributions des ergonomes est menée à partir d’une analyse de projets auxquels les auteurs ont participé. Ceci permet d’ouvrir plus largement la question de l’évolution de la pratique des ergonomes dans les processus de conception et de dégager de nouveaux défis pour l’ergonomie.This article proposes an industrial ergonomic design process that links three approaches :• a top-down approach that corresponds to a classical design phase in which the ergonomist will interact with the designers, in particular upstream from the projects ;• a bottom-up approach, during which feedback will be analyzed in existing situations in order to enhance the needs analysis and produce scenarios of future activities ;• a simulation approach which, by interacting with the two approaches presented above, and due to the participation of representatives of the different users of the future equipment, will allow the operators’ future activity to be co-constructed and the designers’ proposals to be evaluated.The ergonomists’ contributions are discussed from an analysis of the projects in which the authors participated. This provides a broader view of the question of the evolution of ergonomists’ practice in the design process and identifies new challenges for ergonomics.Este artículo propone un planteamiento en ergonomía de concepción industrial según tres enfoques :• un enfoque descendente que corresponde a una fase de concepción clásica en la cual el ergonomista va a interactuar con los diseñadores, en particular antes de los proyectos• un enfoque ascendente, en el cual se lleva a cabo informes de experiencia en las situaciones existentes para profundizar el análisis de las necesidades y producir los guiones de la actividad futura• un enfoque de simulación que, con los dos enfoques presentados arriba y gracias a la participación de representantes de los diferentes utilizadores de los equipos futuros, va a permitir una construcción mutua de la actividad futura de los operadores y una evaluación de las propuestas de los diseñadores.Se debate sobre las contribuciones de los ergonomistas a partir de un análisis de proyectos en los que los autores han participado. Esto permite abrir más ampliamente la cuestión de la evolución de la práctica de los ergonomistas en el proceso de concepción y despejar nuevos desafíos para la ergonomía

Dalle \u201cguidelines\u201d alle \u201cmindlines\u201d: Knowledge management e progettazione organizzativa in sanit\ue0

In sanit\ue0 si affermano nuovi modelli organizzativi incentrati sul paziente e sui percorsi di cura che richiedono elevati livelli di integrazione tra professionisti altamente specializzati. \u201cGuidelines\u201d e \u201cmindlines\u201d svolgono un ruolo chiave nella (ri)progettazione organizzativa e nella gestione della conoscenza. Il presente articolo analizza il loro ruolo discutendone implicazioni per amministratori e policymakers

Co-opetition e performance organizzativa: un'analisi empirica nel settore sanitario

The present paper explores the impact that co-opetition - simultaneous cooperation and competition - has on organizational performance, proposing that performance of organizations is contingent upon the embeddedness of firms in a network of inter-organizational relationships. To explore the effects on performance resulting from both collaborative network ties and competitive relationships between organizations, we used panel data collected between 2003-2007 from 31 hospitals in Abruzzo, one of the most populated regions of the central Italy. We employed secondary data of hospital activities regarding both clinical and administrative aspects. For each year, we examined the intensity of inter-hospital competition and the unique position each provider has within a larger network of relationships with other hospitals. As well, other idiosyncratic organizational characteristics were examined. Our results show that hospital performance is both negatively related to the degree of competition an organization faces, and positively related to the degree with which hospitals establish collaborative relationships. We also found that the negative impact on organizational performance due to competitive aggressiveness was lessened when hospitals were more likely to create cooperative network ties

Knowledge development and advice networks in professional organizations

In this paper, social network analysis techniques and regression models are used to explain the impact of the level of knowledge development on ego-network redundancy in a community of hospital physicians. Our findings document that the level of knowledge development and the extent to which knowledge is homogeneously distributed amongst collaborating physicians are related to the redundancy of their advice networks, albeit with opposite effects. Our results highlight also that the impact of these relationships on network redundancy is moderated based on whether partnering individuals belong to different professional groups. Our results provide valuable input for the management of knowledge networks within professional organizations

Working in verticalized platform vessel: an ergonomic approach in the oil industry

In this paper we point some aspects of workers activities in offshore units in the oil industry. These units became more verticalized and have a greater number of operating systems. Our goal is to present the main difficulties that workers face in these units