Análise ergonômica de central de teleatendimento: aplicação do anexo II da NR 17

Abstract

The study aims to evaluate ergonomic conditions from a central telemarketing urgency and emergency of the Military Police of Paraná. The plantis known as CIOSP - Center for Integrated Operations in Public Security and is located in the city of Curitiba. Asite assessment was carried out through research in the form of the questionnaire given to attendants and investigated the satisfaction of such workers as ergonomic working conditions, in order to identify if such contentment/discontentment reflects the existence or not of ergonomic flaws. After the search result, there was a high rate of dissatisfaction, being essential to investigate the reasons that led to such a result. In order to as certain the workplace, was applied checklist (checklist), based on items in Annex II of the Regulation Standard 17, which deals with ergonomics in telemarketing. In finding there was also use of multifunctional appliance Termhygro-decibel meter-luximeter-Instrutherm-THDL-400, with which hemeasured the ambient noise, temperature andrelative humidity, for comparison with the rates established in the standard. Finally, comparing results to the satisfaction survey, with general data collected and by applying the check list, it appears that real ergonomic flaws of the site, obtaining confirmation that it is possible to identify improper ergonomic conditions through research of worker satisfaction.