- Title
- The impact of work design and stress on employees productivity at a call centre
- Creator
- Mbadou, Angelina Fernande, Mbohwa, Charles
- Subject
- Work design, Ergonomics, Call centers - Employees - Job stress, Labor productivity
- Date
- 2013
- Type
- Article
- Identifier
- uj:6154
- Identifier
- ISBN 978-93-82242-26-0
- Identifier
- http://hdl.handle.net/10210/13758
- Description
- Work design represents an arrangement in the workplace that has the objective of overcoming employee alienation and job dissatisfaction that come about from mechanical and repetitive tasks in the workplace. This is important in the call centre working environment where employees spend long hours seating and providing high concentration to work activities. This paper discusses the application of work design principles and its impact on employees in an organisation in order to improve the productivity of a call centre. Qualitative questionnaires, observations and interviews were applied to employees of the call centre with a focus on identifying design problems and main stressors at work. The findings in this research focus on the need to improve equipment, tools and the health of employees. The paper demonstrates how work design can have an influence on employees’ productivity and how it can increase stress levels.
- Publisher
- International Conference on Law, Entrepreneurship and Industrial Engineering
- Rights
- International conference on law, entrepreneurship and industrial engineering
- Full Text
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