Design of Work Environments Ergonomics

Seminar paper from the year 2006 in the subject Psychology - Work Business Organisation grade: 68 Aston University course: Design of Work Environments Ergonomics: H&S - Organizational Psychology language: English abstract: Practical case submitted as term paper for the MSc in Work Psychology and Business The UK Call Centre industry has grown by almost 250% since the mid-90s and it is expected to continue growing (DTI 2004). By 2007 this industry will employ almost 1 million people in approximately 6000 call centres (DTI 2004). The banking and finance services are the business sector that runs the most of the Call Centres in the UK employing more than one quarter of the total call-handlers. This essay is structured as follows; firstly definitions are given of what constitutes a Call Centre (CC) and what is a call-handler. Later descriptions of the current working practices and general problems in the CC industry are explained giving attention to Lloyds TSB CCs (LTSBCC) in particular. The second part of this essay begins with a description of the working practices in the Birmingham LTSBCC (BirmCC) giving special importance to the job design (variety autonomy and completeness) and the hygiene factors (Herzberg 1966). Later a comparison between the BirmCC and other LTSBCCs are carried out in order to highlight the deficits of the BirmCC. Advice is also given regarding ergonomics issues. To conclude recommendations and steps for their implementation are provided.