Ergonomia cognitiva e a interação do sistema informatizado: estudo de caso sobre estresse ocupacional em um cargo de Analista Administrativa Sênior

Abstract

The survey was conducted to understand the factors that caused the occupational stress to a worker in the post of Administrative Analyst for a multinational logistics company. The demand of the study appeared by the company doctor, characterized as "occupational stress". It was reported that the worker's targets do not match the reality of their work. The study used as a working tool the Ergonomic Work Analysis (EWA) and observations during an analyst working day. During the study, the working interface was accompanied with your coworkers and the e-mail was identified as the most frequently used instrument for this purpose. It was also followed the development of the activity through the computerized system. The analysis found that it was flawed, complicating the tasks and working goals. After a survey and analysis of the data, it was possible to make the diagnosis of low interoperability of operating systems and failures that require the employee to adopt strategies to carry out their activities. These difficulties associated with time pressure can lead to stress. The study highlights the importance of the ergonomist to review the analyst activity and understand cognitive processes, thus proposing improvements to reduce overhead and mental fatigue that are generated by the use of the system.