Human-Computer Interaction: Communication, Cooperation, and Application Design

By Hans-Jörg Bullinger; Jürgen Ziegler | Go to book overview
Save to active project

2. Objectives of work allocation methods

2.1. General objectives for the improvement of work allocation systems
It is well known that allocation methods and decisions affect both organizational issues and the labor concerns. As a consequence, work allocation concepts within WMS must meet general objectives of business process improvement like reduction of time and costs or enhancement of quality and criteria for work- oriented job design, like improvement of work conditions or flexibility. As WMS introduce a number of potentially negative effects it is of superior importance to evaluate and consider the criteria of job design during the design of work allocation methods. Literature provides many instruments to measure psychological criteria (e.g. Dunckel et al. 1993). Some Criteria that should be considered in the course of task allocation are:
Variety and variability of tasks
Task completeness
Extension of temporal scope and reduction of time constraints
Avoidance of backlogs

2.2. Requirements for flexible adaptation of allocation decisions in practice

In many real life business processes unforeseen customer demands, errors, bottlenecks or any other kinds of exceptions call for adaptations of pre-specified allocation decisions. One reason for adaptation that we met several times in our case studies is escalation; other prominent ones are time constraints and workload balancing.

Contract management for express services includes the agreement of discount rates between customers and the express service. When sales representatives and pricing analysts cannot agree on appropriate discount rates, cases are escalated to higher positions. Escalation of controversial cases is very difficult to plan in advance and must be supported with functionality for flexible delegation and additional information for informed decisions (see section 3.1. and 3.2.). When time becomes an important factor for signing a contract, clerks in the contract management take over activities from their colleagues. This valuable interpretation of roles can be supported by flexible role modeling and access to those pools which contain either preceding or subsequent work-items (3.3.).

In the field of the forwarding business, workload-balancing is a critical success factor. For instance, the distribution of piece goods on vehicles for delivery has to fulfill many constraints such as maximum use of loading capacities, short road ways etc. Sometimes drivers participate in distribution decisions and negotiate with the distributor. Constraints and conflicting requirements can be controlled by negotiation, voting mechanisms and constraint based control (3.4.).


Notes for this page

Add a new note
If you are trying to select text to create highlights or citations, remember that you must now click or tap on the first word, and then click or tap on the last word.
Loading One moment ...
Project items
Cite this page

Cited page

Citations are available only to our active members.
Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

Cited page

Bookmark this page
Human-Computer Interaction: Communication, Cooperation, and Application Design
Table of contents

Table of contents



Text size Smaller Larger
Search within

Search within this book

Look up

Look up a word

  • Dictionary
  • Thesaurus
Please submit a word or phrase above.
Print this page

Print this page

Why can't I print more than one page at a time?

While we understand printed pages are helpful to our users, this limitation is necessary to help protect our publishers' copyrighted material and prevent its unlawful distribution. We are sorry for any inconvenience.
Full screen
/ 1364

matching results for page

Cited passage

Citations are available only to our active members.
Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

Cited passage

Welcome to the new Questia Reader

The Questia Reader has been updated to provide you with an even better online reading experience.  It is now 100% Responsive, which means you can read our books and articles on any sized device you wish.  All of your favorite tools like notes, highlights, and citations are still here, but the way you select text has been updated to be easier to use, especially on touchscreen devices.  Here's how:

1. Click or tap the first word you want to select.
2. Click or tap the last word you want to select.

OK, got it!

Thanks for trying Questia!

Please continue trying out our research tools, but please note, full functionality is available only to our active members.

Your work will be lost once you leave this Web page.

For full access in an ad-free environment, sign up now for a FREE, 1-day trial.

Already a member? Log in now.

Are you sure you want to delete this highlight?