工作转型和人体工程学支持:以邮局重组为例

M. Wolff, B. Leroy, F. Peschaud, R. Mollard
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引用次数: 3

摘要

法国邮局在“Espace Service Client”——ESC(“客户服务区”)的重组目前正在进行中,包括多功能摊位,邮政产品和地区产品的“商店”,以及银行摊位。这些结构变化涉及到工作的变化:将组织通常的个人工作转变为新的合作工作开发,管理客户的多种需求,学习销售技巧。为了更好地了解这些变化对人的影响以及对公司人员的要求的性质,对法国邮局的31名员工进行了半结构化访谈。从话语分析和几何数据分析(PCA类型)中获得的结果表明,通过人体工程学支持促进重组和帮助管理新情况的可能路径。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Transformation du travail et accompagnement ergonomique: l'exemple de la restructuration des bureaux de poste
The restructuring of French post offices in "Espace Service Client" -- ESC - ("Customer Service Area"), currently underway, includes multifunction booths, a "store" for postal products and also regional produce, and booths for banking. These structural changes involve a change in work: transforming the organization's usual individual work into a new cooperative work development, managing multiple demands of customers, and learning sales techniques. To better understand the human impact of these changes and the nature of requirements for the personnel of company, semi-structured interviews were conducted with 31 employees of French Post Office. The results obtained from a discursive analysis and a geometrical data analysis (PCA type) indicate possible trails to promote the reorganization and also to help managing new situations work through an ergonomic support.
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