An Ergonomics Study on VDT Workstation Evaluation and Hearing Loss of Telephone Customer Service Workers
电话客服人员的VDT工作站评估与听力损失之研究

杨 健炘
2014 Management Science and Engineering  
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.
more » ... vice 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.
doi:10.12677/mse.2014.31b011 fatcat:uopfasdypbcjtnpwmpxwil4sjq