電話客服人員VDT工作站配置之人因研究

Ergonomics Study for VDT Workstation of Telephone Customer Services Clerks

吳水丕(Swei-Pi Wu) ； 林佩蓉(Pei-Jung Lin)

《工作與休閒學刊》 2卷2期 (2011/07) Pp. 139-154

https://doi.org/10.6848/JWL.201107_2(2).0004

摘要

電腦的普及性及方便性，帶動電腦－電話互動的客服產業的蓬勃發展，企業爲了更能快速的提供顧客服務，紛紛均設立電腦－電話客服中心。然而，隨之而來的是操作電腦與電話作業所產生肌肉骨骼上的不適與疼痛，尤其好發在頸部與肩膀部位。而鍵盤、滑鼠高度及電話的擺放位置是直接影響到電話客服人員肌肉骨骼問題的重要因素，因此，如何能透過人因的研究，來調查鍵盤、滑鼠高度及電話擺放位置的最佳的工作站佈置，以降低電話客服人員肌肉骨骼不適，是本研究的主要目的。本研究共徵募12位女性受試者參與實驗，實驗作業以事先錄製好的電話內容讓受試者進行搜尋及輸入作業，實驗時間爲20分鐘。研究的變項爲鍵盤／滑鼠高度及電話擺放位置，共包括六種配置方式（鍵盤／滑鼠桌面高×電話左邊、鍵盤／滑鼠桌面高×電話右邊、鍵盤托盤高／滑鼠桌面高×電話左邊、鍵盤托盤高／滑鼠桌面高×電話右邊、鍵盤／滑鼠托盤高×電話左邊、鍵盤／滑鼠托盤高×電話右邊），衡量效標則包括接聽電話正確率、肌電訊號(EMG)、主觀肌肉疲勞評量以及主觀偏好。本研究結果發現(1)綜合各項衡量效標後發現，以鍵盤／滑鼠托盤高×電話左邊的配置方式爲最佳；(2)主觀肌肉骨骼評量在鍵盤／滑鼠托盤高×電話左邊的配置時，明顯低於其他配置方式；(3)受試者主觀偏好於鍵盤／滑鼠托盤高×電話左邊的配置方式。

關鍵字

電話客服人員 ； VDT工作站 ； 人因介入 ； 肌肉骨骼疾病

並列摘要

The popularity and convenience of computers has boosted the development of the computer-telephone customer service industry. In order to provide faster services for customers, enterprises set up computer-telephone service centers one after another. However, musculoskeletal discomfort and pain for those who operate computers and telephones appear, particularly in the neck and shoulder parts. Since height of keyboard and mouse and telephone position are key factors that directly affect the musculoskeletal issue for telephone customer service representatives, 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.Through experimental research method, the second part is to discuss 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 were recruited to participate in the experiment. The subjects were asked to make search and input operations with a telephone content recorded in advance for a twenty-minute experiment time. Height of keyboard/mouse and telephone position are the in dependant variables, including six kinds of layout (keyboard/mouse on desktop × telephone on desktop left, keyboard/mouse on desktop × telephone on desktop right, keyboard on tray/mouse on desktop × telephone on desktop left, keyboard on tray/mouse on desktop × telephone on desktop right, keyboard/mouse on tray × telephone on desktop left, keyboard/mouse on tray × telephone on desktop right). Evaluation criteria include the accuracy of answering the phone, EMG, subjective muscle fatigue evaluation and subjective preference. The experiment results discovered 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.

並列關鍵字

Telephone customer service representatives ； VDT workstation ； Ergonomic intervention ； Musculoskeletal diseases