IE 327

Introduction to Work Design

Dr. Andris Freivalds

Class #28

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 Scope of Human Factors
Engineering
• Different levels of study and intervention:

– Micro-level
• Physical design of tools,
human-computer interface,
physical environment

– Macro-level
• Organizational design,
job design, change management

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 What is Macroergonomics?
• also called sociotechnical, the study of the
society/technology interface. The study of the
consequences of technology for social
relationships, processes, and institutions.
(Computers and Society Glossary)

• the optimization of organizational and work

systems design through consideration of
relevant personnel, technological and
environmental variables and their interactions.
(H.W. Hendrick)
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 Goal
• The goal of macroergonomics is a fully
harmonized work system at both the
macro- and micro-ergonomic level which
results in improved productivity, job
satisfaction, health and safety, and
employee commitment.

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 Balance Model

• All elements interact -

Tasks
any change in one will
affect other elements
• If all elements are not
Organization Human Environment
designed to fit together,
there may be a misfit
• Misfits lead to safety,
Tools/Technology productivity, efficiency,
quality problems
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 Possible Misfits
• Worker lacks skills/knowledge base

• Employees do not agree with management

policies

• Technology is not well suited for the

worker/task/organization

• Organization is harming the environment

• Outside factors influence work

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 How can Macroergonomics Help?
• Analyze the whole system
• Determine the “fit” of each element
• Consider aspects other than just changing
the job

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 Tasks
• Properties
– Content
– Control
– Demands
– Interrelationships
• Tasks are usually changed to improve
safety and/or production

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 Lifting Case Study
• How do you convince workers to change?
• If you change this task, how does it change
other tasks?

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 Tools/Technology
• Properties
– Functions
– Capabilities
– Capacities
– Usability
– Friendliness
– Integration

• Many companies are introducing new

technology
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 CPOE Case Study
• Traditional paper and pencil industry
• How do you get everyone on-board?
• How do you ensure
success?

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 Organization
• Properties
– Purposes
– Policies
– Procedures
– Supervision
– Decision making structure
– Reward Structure

• Changes can have a ripple effect

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 McWane
• What were the management policies?
• How did the workers feel about working there?

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 Department of Homeland Security
• Where is their:
– Organization? (hodge podge)
– Line of communications?
• What is their reputation?
– e.g. consider TSA (Transportation Security
Administration)!
– e.g. consider the Katrina response!

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 Environment
• Properties
– Physical
• Comfort
• Sensory and Performance disruption
– Social
• Interaction with coworkers/boss
• Social support
• Extra-organization factors

• Internal and external factors have an affect

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 Gilbane Gold
• How does the environment affect the
company?
• How does the company affect the
environment?

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 Sensory/Environmental Analysis
Case Study
• How does the presence of these factors
affect the worker/job?
• How can the system deal with these
issues?

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 Human
• Properties
– Background
– Attributes
– Experience
– Needs
– Skills
– Motivations
– Intelligence

• Most difficult element to change

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 Four Main Areas of Concern
• Physiological factors • Psychological factors
– Vision – Attention
– Height – Memory
– Weight – Fear
– Forward arm reach – Boredom
– Strength – Fatigue
– Disabilities – Satisfaction
– Stress

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• Psychosocial factors – Shift work
– Workload – Reward structure - pay,
– Work content benefits, equity
– – Status
Repetition
– Boredom
– Role ambiguity • Behavioral factors
– Role conflict – Reaction time
– Mental demands – Response accuracy
– Supervisor-employee – Appropriateness of
relationship response
– Social support at work – Adaptation
and home/community – Endurance

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 Human Element
• Can you change the human?
• How do you motivate employees?
• How do you get employees to accept
change?

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 Maslow’s Hierarchy of Needs

Self
Actualization

Esteem Needs

Social Needs

Safety Needs

Physiological Needs

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 Macroergonomic Case Studies #1
Southwest - Pros
• Culture based on the customers,
employees, and shareholders
• Strong work ethic, but have fun
• Keep costs low
• High performance
• Hire for attitude not skills?

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 Macroergonomic Case Studies #1
Southwest Airlines - Cons
• Not completely
nationwide
• No “frills”
• Ignore competition?
• Hire for attitude not
skills?

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 Macroergonomic Case Studies #2
Wal-Mart - Pros
• Innovative
• Employee participation
• Continuous training
• Adapt to the environment
• Community involvement

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 Macroergonomic Case Studies #2
Wal-Mart - Cons
• No Union?
• Different philosophies at each store
• Worker treatment
• “Bully” vendors
• Public opinion

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 Macroergonomics - Review
• Examines all aspects of the system
• A misfit in any area can lead to total failure
• Work to ensure harmony within every part
of the system

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