The Effectiveness of Ergonomics Implemented Program among Call Center Workers

Abstract

Background and Objective:Ergonomics problem in workplace can cause neck, shoulder and back pain in workers. This health problem can be prevented by health risk assessment and implemented acts. The aim was to investigate an effectiveness of ergonomics implementation among call center workers in Khon Kaen province.

Methods:This research was designed as quasi-experimental study among 197 call center workers in Khon Kaen Province. Health risk assessment on neck, shoulder and back pain was performed by a matrix of the probability, using risk level identification from Rapid Office Strain Assessment (ROSA), and the severity of discomfort, using the subject’s self-assessment data from Cornell Musculoskeletal Discomfort Questionnaires (CMDQ) before and after three-month implementation by ergonomics training program.

Results:After implementation, the score and level of CMDQ, ROSA and risk on neck, shoulder and back pain were decreased significantly (p< 0.001). The highest CMDQ level was reduced from the level of severe symptom (before) to be the level of moderate symptom (after). The high risk level by ROSA was reduced from 53.8% (before) to be 23.9% (after). The numbers of workers in the level of high and moderate risk of neck, shoulder and back pain were also significantly decreased.

Conclusions:This implemented program was effective in reducing risk of neck, shoulder and back pain. Therefore, the companies should promote the surveillance of neck, shoulder and back pain by performing health risk assessment and training in ergonomics issue for computer users.