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Change is constant

Change is constant. Introducing new technology in the workplace Kim Burgon and Niamh Murtagh. History of Computerisation of Work. Change is constant. London Ambulance Case Study. The Aims Automated centralised ambulance service Automated tracking of vehicles Automated despatch system

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Change is constant

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  1. Change is constant Introducing new technology in the workplace Kim Burgon and Niamh Murtagh

  2. History of Computerisation of Work

  3. Change is constant

  4. London Ambulance Case Study • The Aims • Automated centralised ambulance service • Automated tracking of vehicles • Automated despatch system • The Result • Lost ambulances • Duplicate calls not registered • Lost logged calls • Increasing frustration of operators • Total failure of system

  5. London Ambulance Case Study • The Problems • Poorly designed user interfaces • Too many changes at once • Lack of consultation • Poor fit of system with organisational structure • Training poorly implemented • Mistrust and lack of confidence by staff • Frustration of staff on frontline

  6. Theoretical Perspectives • Human Factors and Human Machine Interface • Cognitive approach • Task allocation • Usability • Socio-Technical Systems • Joint optimisation • Sensitively introduced • Organisational Approaches • Overview of organisation • Further reaching implications

  7. BA Swipe-card System • The Aims • On-line access to employees’ hours • Automated rostering with user input • The Results • Wildcat strike • Cancellation of 400 flights • 80,000 passengers affected • Estimated revenue loss of £50M

  8. BA Swipe-card System • The Problems • Staff suspicion • Importance of local working arrangements • Difference between union and employee attitudes

  9. Interventions forsuccessful implementation of technology • User participation • Methods • Ethnographically informed design • Organisational fit • Individual • Social • Organisational

  10. Project Lifecycle Initiate Design Develop / build Use, maintain 2 months to >5 years ? Stakeholders

  11. Intervention • Get in at the start • Articulate (challenge?) engineering and management assumptions

  12. Summary • History: change is constant • Cases • London Ambulance Despatch System • BA Swipe-card System • Perspectives • Human factors • Socio-technical • Organisational • Interventions • Guidelines for successful introduction • Challenges to intervention

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