Impact of Industry 4.0 adoption on workload demands in contact centers

IF 2.2 3区工程技术 Q3 ENGINEERING, MANUFACTURING

Human Factors and Ergonomics in Manufacturing & Service Industries Pub Date : 2022-06-06 DOI:10.1002/hfm.20961

Guilherme L. Tortorella, Anupama Prashar, Tarcisio A. Saurin, Flavio S. Fogliatto, Jiju Antony, Guido C. Junior

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引用次数: 2

Abstract

This paper examines the impact of Industry 4.0 (I4.0) technologies on employees workload in contact centers. For that, we adopted the NASA task load index questionnaire to assess the workload of 100 employees from different contact centers in India that have been adopting I4.0 technologies. The collected data is analyzed through multivariate techniques. This study is grounded on concepts from the multiple resource theory. Our findings indicate positive and negative effects of I4.0 on employees workload, conditioned on the adopted technologies (i.e., Internet-of-Things, cloud computing, big data, machine learning/artificial intelligence, remote monitoring, and wireless sensors) and workload dimensions considered (i.e., mental demand, physical demand, temporal demand, overall performance, effort, and frustration level). Identifying I4.0's impacts on employees workload allows planning of managerial efforts to mitigate potential issues while setting clear expectations related to the digital transformation of contact centers' processes and services.

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采用工业4.0对联络中心工作量需求的影响

本文研究了工业4.0 (I4.0)技术对联络中心员工工作量的影响。为此，我们采用NASA任务负荷指数问卷来评估来自印度采用工业4.0技术的不同联络中心的100名员工的工作量。通过多变量技术对收集到的数据进行分析。本研究以多元资源理论的概念为基础。我们的研究结果表明，工业4.0对员工工作量的积极和消极影响取决于所采用的技术(即物联网、云计算、大数据、机器学习/人工智能、远程监控和无线传感器)和考虑的工作量维度(即精神需求、身体需求、时间需求、整体绩效、努力和沮丧程度)。确定工业4.0对员工工作量的影响，可以规划管理工作，以减轻潜在问题，同时设定与联络中心流程和服务的数字化转型相关的明确期望。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Human Factors and Ergonomics in Manufacturing & Service Industries 管理科学-工程：制造

CiteScore

5.20

自引率

8.30%

发文量

审稿时长

6.0 months

期刊介绍： The purpose of Human Factors and Ergonomics in Manufacturing & Service Industries is to facilitate discovery, integration, and application of scientific knowledge about human aspects of manufacturing, and to provide a forum for worldwide dissemination of such knowledge for its application and benefit to manufacturing industries. The journal covers a broad spectrum of ergonomics and human factors issues with a focus on the design, operation and management of contemporary manufacturing systems, both in the shop floor and office environments, in the quest for manufacturing agility, i.e. enhancement and integration of human skills with hardware performance for improved market competitiveness, management of change, product and process quality, and human-system reliability. The inter- and cross-disciplinary nature of the journal allows for a wide scope of issues relevant to manufacturing system design and engineering, human resource management, social, organizational, safety, and health issues. Examples of specific subject areas of interest include: implementation of advanced manufacturing technology, human aspects of computer-aided design and engineering, work design, compensation and appraisal, selection training and education, labor-management relations, agile manufacturing and virtual companies, human factors in total quality management, prevention of work-related musculoskeletal disorders, ergonomics of workplace, equipment and tool design, ergonomics programs, guides and standards for industry, automation safety and robot systems, human skills development and knowledge enhancing technologies, reliability, and safety and worker health issues.