4.1 Assembly Workers’ Experiences and Work Practices
In this chapter, we describe the assistance needs for assembly work that we have identified based on the observed work practices and related experiences of assembly work.
In a first step and as a basis for further interpretation, we generated themes from studying the assembly workers as well as stakeholders. The themes - relevant aspects for assembly work - gained from the observations and interviews with assembly workers reach from work experiences, challenges related to assembly work, to current work practices. In total, our analysis revealed 15 themes. These themes are concerned with: Organisation of the work station, work environment, tools, work material, customizing the work station, time, work practices, training, routines and workarounds, static information, dynamic information, documentation, dealing with errors, social setting at the workplace, and relation to the product. Within the scope of this paper, we will not discuss each of the themes in detail but focus on the revealed assistance needs (see below). The insights gained from interviewing the stakeholders, mainly centered around assistance needs and comprised the following issues: The mental workload and time pressure due to short cycle time, which is very demanding and stressful; the physical challenges due to high physical load, e.g., standing in the same position, unhealthy body posture, or carrying heavy loads; the need for digital assembly manuals; as well as that already a lot of optimization is happening on the shop floor. Based on these themes and issues related to assembly work, we further interpreted the data and identified the following assistance needs for assembly work.
4.2 Assistance Needs for Assembly Work
Dynamic Adaptation to the Worker. We observed that an individual organization of the work station is crucial for the assembly workers. Especially as different workers are working at the same work station (e.g. in different shifts), the workers adapt and customize their work station based on personal needs. Often this is done to improve the ergonomic position, e.g., placing tools and materials in best reach for the worker. Due to time pressure (e.g., short cycle times) this isn’t always possible or just inconvenient and cumbersome. Consequently, the lack of time to adapt the work station leads to ergonomic problems and increased physical workload over time, e.g., as workers are standing on tiptoes over a longer period of time because the workpiece is positioned slightly too high, or they are repeatedly tiptoeing because of fixed working heights, as well as that different assembly steps would require different working heights.
For these reasons, dynamic and automated adaptations to the worker would be beneficial for enhancing the assembly workers’ experiences. Adaption and customization could be done, for example, related to body size or arm length. It would also be beneficial to allow the workers to actively adapt and change ergonomic settings and positions to avoid one-sided physical strain. This could be supported by smart and adaptive assembly lines, e.g. concerning working height, or with customized physical assistance.
Heavy Bodily Work and Physical Assistance. Assembly work is heavy physical work. Depending on the specific assembly work environment, the intensity of work can vary based on different circumstances, such as assembly workers might have to lift or position heavy materials and workpieces. Further, we observed that unergonomic activities and body posture, that are performed over a longer time, are quite common and additional reasons for the increased physical workload. Often, this comes along with standing for a long period at the same place, performing constantly the same movements (often related to lifting some more or less heavy load), or working in a bent-over posture. These issues can also increase the risk of injuries or physical complaints.
Therefore, physical assistance to support assembly workers performing heavy bodily tasks would be beneficial. Further, assembly workers would also benefit from the reduction or even avoidance of unergonomic activities as well as from variations of body postures. Smart assistance systems could provide assistance for heavy physical tasks (e.g., fixing screws that are difficult to reach and therefore require an unergonomic posture, or ergonomic assistance for lifting workpieces). Smart and adaptive assembly lines and work stations (e.g., concerning working heights) might also address these issues. Additionally, assembly manuals could be extended with instructions and guidance for better or varying body postures.
Individual Configuration of Work Stations. Our observations showed that an individual configuration of the work station is essential for assembly workers to increase their efficiency and to cope, for example, with the cycle times and required speed of work. This is especially relevant for repeated and timed activities and movements (e.g., on assembly lines with short cycle times). A customized configuration of the work station is concerned with the handling of different kinds of stuff, e.g., tools, work materials, and equipment, but also with the handling of the water bottle for hydration purposes. Constantly changing work stations (e.g., due to shift changes and job rotation) even supports these practices and needs. Further, we observed that some assembly workers are definitely motivated to optimize their work station for the longer term. This is done, for example, by organizing specific tools or equipment that is not contained in the standard setup of the work station (e.g., a worker organized a vacuum cleaner for his/her work station).
To support these practices, assembly workers should be assisted in easily configuring their work station in order to set up a comfortable workstation as well as to allow practical handling of the work materials and tools. Therefore, assembly work stations should allow customization, or at least to customize parts of the work station. Additionally, this could be supported by participatory approaches as well as by providing incentives for workers to innovate and optimize their workplace.
Sense (“Gespür”) as Means of Quality Assurance. Assembly workers, especially very experienced ones, have developed a certain sense (“Gespür”) and skillfulness (“Geschicklichkeit”) related to the product, the materials, the tools, as well as their handling. For assembly workers, it is crucial to develop this sense to subjectively assess the quality of the assembled product and parts of it. Further, it is essential to cultivate this sense of skillfulness for a variety of manual activities, such as handling and assembling small and filigree pieces, or to fix and adjust certain pieces (e.g., with a certain pressure or tension, such as chains in powertrains). This set of skills is further applied for haptic checks of surfaces (e.g., to check that there are no scratches), to attach labels, and to position wires. Sense and skillfulness evolve based on bodily experiences of working on the shop floor over time.
As this specific set of skills is hard to grasp and often not-well acknowledged or overseen, the first step to support it is to admit it and explicitly acknowledged it as an important part of assembly work. To make skillfulness and sense explicit, assembly workers could be provided by the possibility to feed-back their subjective sense of a certain piece, e.g., trough a system capturing the subjective haptic sense. Further, assembly workers should be assisted in developing certain useful senses and skillfulness, e.g., by providing reference objects to get a sense for a certain skillful assembly activity.
Routines and Interruptions. For assembly workers, it is crucial to develop routines and to internalize activities and movements to cope with time pressure and cycle times. On the other hand, routines are constantly broken and have to be shaped anew, e.g., with each product change. Assembly workers have to deal with these interventions and the need to constantly (re)shape routines. Thereby, routines are developed on a cognitive as well as motoric level. Currently, there are different ways of dealing with this issue. For example, we observed the deployment of pick-by-light assistance systems to guide the workers to grab the required part that needs to be assembled for the current product (if there are several containers with similar pieces). This top-down approach should reduce the mental load for the workers. However, we also observed work practices developed by the workers themselves (bottom-up) in order to deal with this issue of intervening routines. For example, a worker covered certain components of tools - a single bit within a bit set, that is currently, and for this specific product, not used - with tape, so that she/he restricts him-/herself to accidentally grab this bit when changing bits.
From the perspective of enhancing assembly workers’ experiences, the workers should be supported in preserving autonomy, which might have positive impacts regarding compliance as well. The deployment of assistance systems should not only allow workers to passively react to interruptions of routines, e.g. related to top-down deployed systems. Assistance should be a choice for workers and they should have the possibility to opt-out from receiving support. Workers could be further supported by offering varying and alternating multisensory ways of intervening routines.
Assembly Instructions. Assembly instructions and manuals are an essential source of knowledge for assembly workers. Due to the increasing complexity and variety of products, it becomes more and more relevant to assist assembly workers with appropriate assembly instructions. Within our study, we observed that assembly instruction, as well as interactions with them, are currently very different concerning depth and quality. For example, current assembly instructions reflect the discrepancy between standard and “real-world” procedures not sufficiently. Thus, existing assembly instructions are currently rather inflexible, mainly representing standard-ideal cases and procedures. This is reasonable, as assembly work is mainly characterized by standardized procedures. However, assembly work is at the same time also diverse and characterized by (sometimes minor) deviations from these standardized processes. Related to that, we observed the usage of digital assembly instructions that are guiding the worker through the assembly process also by enabling or disenabling the usage of connected smart tools (e.g., screwdrivers). However, the system does not reflect deviations from standard assembly procedures, e.g., as it is the case for repair cases, where disassembling and re-assembling procedure slightly differ from the standard assembly procedure. Therefore, the workers developed practices of circumventing and hacking the instruction system.
To support assembly workers, digital instructions should be flexible and dynamically adapt to different assembly procedures. This could be the case by providing situational instructions, e.g., representing standard vs. repair case; or by providing instructions based on experience, i.e., inexperienced workers might need more (in-depth) information compared to experienced workers. Further, assembly workers should have the possibility to feed back to the system, e.g., through annotating instructions and creating experience-based instructions the workers would be supported in learning from each other, additionally, the assembly instructions would become interactive. Assembly workers would also benefit from an assistance system that combines required and suggested assembly steps. Based on that, smart and adaptive assembly instructions systems could learn the most frequently used assembly steps to extract and provide the most common needed assembly steps.