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2020 | OriginalPaper | Chapter

Cognitive Analyses for the Improvement of Service Orders in an Information Technology Center: A Case of Study

Authors : Manuel Alejandro Barajas-Bustillos, Aide Maldonado-Macias, Margarita Ortiz-Solis, Arturo Realyvazquez-Vargas, Juan Luis Hernández-Arellano

Published in: Advances in Manufacturing, Production Management and Process Control

Publisher: Springer International Publishing

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Abstract

This case of study takes place at a university’s information technology center where it is possible to damage computers seriously during the initial checking due to procedural or human errors. Thirteen technicians were observed in this work. They perform tasks and subtasks suffering from mental and physical workload that can cause human errors since an average of 300 maintenance orders must be attended weekly. According to the participants, changing the power supply is the task that can cause the most severe damage on computers in case of error, so human error identification and mental workload evaluation techniques were applied using TAFEI and NASA TLX correspondingly. Results found that human errors are mainly due to the poor identification of the equipment waiting to be repaired, while Mental Demand is the highest source for mental workload. Recommendations are given to prevent human errors and reduce mental workload.

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Metadata
Title
Cognitive Analyses for the Improvement of Service Orders in an Information Technology Center: A Case of Study
Authors
Manuel Alejandro Barajas-Bustillos
Aide Maldonado-Macias
Margarita Ortiz-Solis
Arturo Realyvazquez-Vargas
Juan Luis Hernández-Arellano
Copyright Year
2020
Book
Advances in Manufacturing, Production Management and Process Control

Print ISBN: 978-3-030-20493-8

Electronic ISBN: 978-3-030-20494-5

Copyright Year: 2020

DOI
https://doi.org/10.1007/978-3-030-20494-5_17

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