Master's Thesis
Department of Education and Improvement of Human Resources)
Winter 2013
Abstract
Work and people are two main and inseparable components of life that must be planned in a way that is compatible with each other. When employees have a good performance that can create compatibility and balance in the organization between the dimensions and physical and mental strength and the work environment. And ergonomics is mainly used. In this research, the researcher aims to investigate the level of ergonomics in the water and sewage company and measure its relationship with the quality of service to subscribers. In this research, among the population of 453 people working in the company, a sample size of 205 people was selected for the subject of ergonomics, and from the unlimited community of Tapayan water subscribers in the second half of 2013, the sample size was 384 people according to Morgan's table for the subject. Service quality has been selected.
Among the tools used to collect field data in this research are standard ergonomics questionnaire and standard service questionnaire. According to the type and nature of assumptions, descriptive and inferential analysis methods are used for statistical analysis.
Keywords: ergonomics, service quality, human resources empowerment
Chapter 1 Generalities
1-1 Introduction
Human power, work and productivity, production and industry are words that are closely related to each other. When it comes to the productivity of manpower, man is considered as an operator or as a moving agent and an active force. The accuracy and efficiency of people in various jobs, from service, research and education to agriculture and industry, are among the important factors in productivity. It is human power. The productivity of human resources is not only limited to performing the job activities of the users. In other words, the issue of productivity with any type of activity that people they do, both in the form of production and in the form of consumption.
Currently, approximately 45% of the world's population and about 58% of people over 10 years of age are considered as part of the world's workforce. Of course, if we want to add the usage of all consumers of different products to this statistic, all human beings with the topic of productivity but the point here is how to increase the efficiency of people. In today's world where various sciences are growing and progressing rapidly, it is expected that part of the scientific discussions will pay special attention to this important issue, i.e. improving the productivity of society.
Statement of the problem (Characteristics, Importance, Necessity and Aspects of Research Innovation) Ergonomics or Human Factors Engineering is a combined science that tries to design tools, devices, work environment and jobs according to the physical & intellectual abilities and limitations and interests of humans. The organization created compatibility and balance between the dimensions and physical, mental strength and the work environment. Therefore, ergonomics is mainly used in the operational model of human resources development to increase efficiency and productivity, and this is because ergonomics saves a lot of time and energy, and employees bring maximum manual and intellectual work to the organization with minimal expenditure of physical and mental energy.
Ergonomic design of the workplace, taking into account the psychological and physical aspects, increases the job satisfaction of the employees and reduces the number of accidents. The ideal work environment is an environment that is not only not harmful in terms of health, but also improves the level of health and well-being of the employees. Considering the increasing role of service organizations in various economic fields and the importance of the quality issue in the competitive arenas, the issue of service quality is known as one of the strategic levers and key axes in the competition scene, and it has recently been the focus of managers and experts in many researches. Today, any organization, whether public or private, cannot be successful in its business without paying attention to improving the quality of its services, and in fact it is doomed to destruction. Therefore, in order to evaluate and improve the quality of its services, every service organization must first identify the needs and expectations of its customers and measure the level of satisfaction at certain time intervals.Today, any organization, whether public or private, cannot be successful in its business without paying attention to the improvement of its service quality and is actually doomed to destruction. For this purpose, in order to evaluate and improve the quality of its services, every service organization must first of all identify the needs and expectations of its customers and check the level of satisfaction of its customers with its services at certain time intervals and use all its efforts to improve it. One of the most important models that have been widely used to measure the quality of services of service companies from the customers' point of view. It is the Seroqual model, which is used in this research. Considering the role of ergonomics and its greater attention in health, the researcher aims to investigate the level of ergonomics in the water and sewage company and measure its relationship with the quality of the company's services. 1-2 The importance and necessity of research During the past century, industrial development has greatly contributed to the economic development of countries and social progress in the world. In this category, the contribution of countries and social progress in the world has helped. In this category, the share of industrially developed countries has been much higher than the share of industrially developing countries, as far as a very unfair situation prevails in this global village. since After World War II, industries have moved a lot towards multinationality and globalization. This rapid progress of industrial globalization and technology transfer from industrialized countries to industrially developing countries has not always had positive results. The rapid transfer of technology and industrial progress in industrially developing countries has put a lot of physical and mental pressure on the working class and the active groups of these countries, and in many cases social problems and has created an environment. In advanced industrial countries, the application of ergonomics has helped to reduce work pressures and make the work environment safer, and as a result, increase work productivity. Today, the science of ergonomics in these countries as a coordinator and creating a balance between various factors and industrial systems. and Services are used to create sustainable development and increase productivity and maintain the health and satisfaction of the people involved. Unfortunately, in industrially developing countries, due to lack of advertisement, lack of safety and health regulations. and ergonomics, the lack of committed executive organizations and the lack of interest and attention of employers and labor organizations to these principles, many problems are involved in the working environments of these countries, and as a result, the productivity of these systems and the product quality of these countries cannot compete with advanced industrial countries. Non-observance of ergonomic principles in development planning has caused many losses in industrially developing countries. Anomalous events in Bhopal in India are an example of hundreds of unsuccessful examples. Industrial development in developing countries. In Bhopal, placing the factory next to people's residential houses and not observing the principles of ergonomics in the transfer of technology was the main reason for this incident.
Man has shown a remarkable ability to adapt to the needs of the environment and has learned how to maintain his survival in any situation. In this adaptation, the role of human intelligence is more than physiological adaptation. This means that tools, methods and techniques have been developed, which allow humans to live in adverse natural conditions and at the same time enjoy more comfort and achieve higher efficiency. By using intelligence and mental ability, humans can use tools to facilitate work and machines to replace physical effort, administrative and production systems to improve efficiency, and communication tools to coordinate. This means that natural science experts and engineers strive for design and production, and social and health science practitioners (doctors, psychiatrists, sociologists, and physiologists) deal with human and biological issues.
This research was conducted with the aim of examining ergonomics in the offices of the water and sewage company and its relationship with the quality of service to customers, so that with the help of the obtained results, the managers and planners of the company can be convinced that the application of ergonomic principles in the workstations and personnel training in this The context can prevent accidents and damages and increase productivity, job satisfaction and service quality. By examining and the results of this research, it is possible to measure the level of ergonomics and measure its condition so that in case of defects, Training courses can be considered to improve the relevant situation of the company.
1-3 Research Hypotheses
According to the stated objectives and questions, the following hypotheses are considered for the research.
Main hypothesis:
There is a relationship between the level of ergonomics and the quality of providing services to subscribers.