Belastungen und Beanspruchen bei mobiler IT-gestützte Arbeit - Eine empirische Studie im Bereich mobiler, technischer Dienstleistungen

摘要

Anhand einer quantitativen Untersuchung von Belastungen und Beanspruchungen bei mobiler IT-gestützter Arbeit von so genannten Messtechnikern werden Problem- und Gestaltungsfelder dieser noch jungen Arbeitsform aufgezeigt. Die Differenzierung der Untersuchung in Belastungsdimensionen technischer sowie organisatorischer Art u.a. einerseits und Beanspruchungsfolgen andererseits, erlaubt die Ableitung konkreter Empfehlungen für die Berufspraxis. Die Reduktion von Fehlbelastungen und Fehlbeanspruchungen wird durch gezielte Präventionsmaßnahmen und eine verbesserte technische Ausstattung der Beschäftigten angestrebt. Eingeleitete Maßnahmen werden anhand von Empfehlungen skizziert. Die dargestellten Methoden und Ergebnisse erlauben Gestal-tungs- und Präventionsmaßnahmen im Bereich der mobilen IT-gestützten Arbeit und liefern, als eine der ersten quantitativen Ansätze in derartigen Arbeitssystemen, Hinweise für die Planung zukünftiger Untersuchungen.%Work in the information society is already characterized by a high level of penetration by information and communications technologies. The corresponding technical artefacts take the form of smartphones, laptops, WLAN hotspots, etc. At the same time, a progressive erosion can be observed of the traditional association of work with a particular location. Far-reaching changes like these to the relevant work systems imply corresponding stresses and potential for impairing strain. To date, these have been discussed only speculatively. The IFA - Institute for Occupational Safety and Health of the German Social Accident Insurance (DGUV) conducts a variety of research into mobile IT-supported work in order to develop specific prevention solutions and to avoid workplace hazards. Current research activities primarily adopt a quantitative approach to the study of typical mobile IT-supported workplaces, and are conducted jointly with a number of partner bodies in the field. This research is intended to provide information in the future on actual hazards, which may take the form of potential impairing strain, both mental and ergonomic, caused by or associated with the use of mobile IT. The research approaches are described below and the results of the first series of quantitative studies presented in the area of mobile technical service staff (measurement and service technology). The present study represents one of the first quantitative reference points in the study of mobile IT-supported work. An established standard paradigm of the work sciences (the stress/strain model) was operationalized and applied in combination with observations in the field and interviews (method triangulation). Results were obtained for the specific fields concerned. The measurement technicians proved to be a vocational group yielding useful study results. The assumption of high mobility among these employees was confirmed, as was the diverse and intensive use of mobile IT. The concept of mobile IT-supported work can therefore justifiably be applied to this vocational group. The evaluations and observations enabled a substantial need for improvement to be identified within all the sources of strain (stresses) of the work system (The system cannot be reduced to the use of mobile IT, but interaction with the use of the technology is a permanent feature of it.). The key factors leading to impairing strain were shown not to be, for example, greater age or the daily duration of use, but the way in which mobile IT-supported work is organized (e.g. r = 0.431 in terms of work/life balance), the form taken by the working environment of mobile employees (e.g. r = 0.394 in terms of state of health), the social relationships (e.g. r = 0.312 in terms of WAI 2), and the quality and usability of the mobile IT (e.g. r = 0.329 in terms of the work/life balance). The most important individual variables were presented and related to the field. The statistical studies enabled the assessments of those consulted to be related to the findings from the field studies. At the same time, it became possible to identify probable consequences of adverse stress in the form of adverse strain (outcome), and to compare these with reference groups, at least to some extent. The need for action to improve the work situation was underlined by the employees' states of health and their work-life balance. A valuable body of data is thus available for the pending prevention work and can be used to launch the necessary changes and target them selectively. The interpretation of the results so far yields relevant, comprehensive and in some cases specific recommendations. These must be detailed and implemented in co-operation with the individuals responsible within the partner bodies in the field. In the future, mobile IT-supported work will dominate the world of work on a scale that is as yet unimaginable. The technologies subsumed under the catchword "Aml" (ambient intelligence) are also on the threshold of introduction into actual work processes or have already been introduced in specific applications, for instance in the form of head-mounted displays. These will be accompanied by further potential for strain, which can be demystified by the preliminary studies into the related subject of mobile IT-supported work. Here too, the crucial factor will be the development of research designs and design philosophies which are appropriate for a work system that is characterized by the variety of factors acting upon it. It is therefore necessary for mobile IT-supported work to be designed in a human-centric manner in all its dimensions, including the non-technical aspects. This can be achieved by holistic study and design approaches in work and social science. In order to increase acceptance for a holistic approach, the recording of quantitative data is to be continued in the future. Supplementary studies of other employee groups will be necessary for comparative evaluation of the results. The methods and results shown pave the way for design and prevention measures in the area of mobile IT-supported work and are among the first quantitative approaches in such work systems to yield information for the planning of future studies