摘要
以承接离岸业务为主的业务流程外包(Business Process Outsourcing)产业中,其服务质量依赖于作业人员的可靠性。本文以我国接包方企业承接BPO业务中代表性业务"数据处理"为研究背景,通过对录入人因失误根原因进行定性分析研究,发现时间压力是诱发录入人因失误发生的一个重要因素。本文以实验的方式来进一步研究时间压力对录入人因失误的影响。实验结果显示,被试者在高时间压力的条件下,录入绩效显著下降,低时间压力下的录入绩效要稍好于无时间压力;进而提出了相应的制约措施。
The quality of service of the BPO industry which mainly charged the offshore business depends on the reliability of the operators. The background of the article was ＂data processing business＂ which was the most representative BPO for outsourcing providers. The qualitative analysis of the root cause of the entry human error found time pressure was an important inducing factor. This article discussed the influence of the time pressure for the entry human error by experiment. The experiment results showed that the entry performance of the testees significantly decreased in the situation of high time pressure; the performance in the low time pressure was a little better than that in the situation without time pressure. It also provided some restrict measures for the data entry company.
出处
《工业工程与管理》
CSSCI
北大核心
2012年第6期117-121,127,共6页
Industrial Engineering and Management
基金
国家自然科学基金资助项目(71071126)
教育部新世纪优秀人才支持计划(NCET-08-0449)
