Developing a comprehensive workload model for better interventions in the workplace

Introduction
Workload is an important prevention topic. Studies on workload gave a partial understanding of this phenomenon limiting the capacity to improve work situations. (Jamet, 2006; Tricot & Chanquoy, 1996; Theureau, 2002). The aim of this study is to document workload in real work situations giving it a broader perspective and to present a model based on five main determinants : formal task, resources, real working activity, experience by individuals and dynamic workload factors. Those determinants offer a way to intervene to improve the situations.

Methods
A case study was conducted in a customer service center of a canadian insurance company. The method used 4 stages : 1) organizational analysis; 2) systematic observation under specific conditions; 3) individual interviews; 4) focus groups. Data set totals 84 hours of observations, 18 hours of interviews and focus groups. Two steering committees were settled while the research has been conducted : one internal to the company and the other external representing the sector.

Results
Results show that workload is closely associated with the conditions in which work is being accomplished. Work design was found to hinder basic work operations on a daily basis creating operations and forcing multi-tasking, interruptions, adaptations and reduced autonomy. The model enriched with these findings will be presented.

Discussion
The model is helpful for a better understanding of the workload per se but also for managers and workers. It suggests many ways or paths to improve the situation for a better service quality and a better health for workers : better supervision and support closer to real work activity taking into account the quality of production for instance. Documenting workload in the daily reality gave potential solutions to reduce occupational health and safety issues. Future research should document other cases to propose generalized understanding of workload.