現在的航空產業是一個高度競爭的產業。隨著全球化的來臨、競爭的增加、網際網路事業及相關觸及全球客戶之設備的發展。而電子購物的發展，及遠距服務可行性，使航空公司了解到將營運集中管理的綜效，能發揮更多的效益。藉由設立後勤支援平台，提供消費者一個簡單容易的銷售及服務渠道。 銷售與服務中心之于企業的地位日趨重要 ，在國際企業中更甚之。銷售與服務中心是企業在與消費者間搭建的橋樑， 它整合公司的資源， 提供公司及客戶相關的資訊。 並為公司蒐集有效消費行為資料。將顧客的要求調整到符合公司的政策。發展出各式的產品，並減少客製化的服務，能引導客戶消費於公司具利潤之產品政策。論文中，將以客戶管理與傳統傳呼中心為架構， 談及銷售與服務中心的演進， 對公司營運得貢獻， 何如去設立銷售與服務中心 本研究目的，是要以銷售與服務中心，去解決原組織銷售後勤作業不統一，公司資源分散 和 客戶資料不集中、不完整的問題。文中亦會完整說明它現階段性存在產業中的角色地位，及其階段性與未來使命 銷售與服務中心對於企業的最大貢獻，在於綜效和成本降低，並且讓企業給市場提供一個中央平台。它階段性任務將循企業電子商務的發展成為一個全方位的後盾，確保電子商務帶來的利潤及立即回應消費者的需求。企業更可進一步的從銷售與服務中心，取得有效的消費行為資料，以作為公司的營銷戰略方向，以反應市場的變化和以維持在直接銷售業務上的領先地位。 / The airlines industry is nowadays a highly competitive industry. Development of e-Purchase & the availability of distant services, airlines realized that Synergy, a centralization of the operation, can be expected even more. By creating a back-office support platform, airlines can provide a simple sales channel for their product with service. The Position of Sales & Service Center is becoming more and more important in the enterprises, especially in multi-national enterprises. Sales & Service Center is a bridge between Enterprises and customers. It integrates company’s resources, provides useful information to customers and company, and also collects and processes customer data for the use of marketing strategy or even new product development in order to reduce the tailor-made service and lead the customer to choose the designed products. In this research, it explain what Sales & Service Center is, descript the evolution of Sales & Service Center, the role and the contribution of Sales & Service Center to Enterprises and how to set up a Sales & Service Center in enterprises from the frame of reference of Customer Relationship Management and call center. The purpose of this research is to solve the problem of inconsistent service standard, a loose sales force organization and customer database not integrated in the enterprises. Per the theme of this paper, a complex discussion of Sales & Service Centre’s position will be explored then following by its future role within the enterprises. As result of Sales and Service Center’s role, Synergy and cost down are the benefits are the main benefits to a company by providing a central platform to the customers. And its periodical mission in the enterprises would follow the e-development to become its solid back-up to prevent the lost of E-commerce to reply the immediate needs from consumers. It would be also the source of company’s marketing strategic orientation with all the access of customers’ data base in order to react on the market’s change and strengthen its market position.

客服中心是企業提供客戶服務的關鍵部門，隨著商業模式不斷創新，各企業紛紛運用客服中心作為提升顧客體驗及拓展客群的手段。尤其近來雲端技術的興起，導入新技術勢必造成客服中心在服務流程上的驟變，如何安排客服中心業務流程、提供客服人員舒適的工作環境、強化顧客滿意度以及提高客服中心的營運效率，已成為一個亟需解決的問題。 精實原則致力於消除生產流程中的浪費並專注於加強業務流程中有價值的部分。在過去精實原則常被應用於製造業的生產工廠中，用以改善流程中的浪費，以達成無縫的拉式生產，然而近年來許多研究顯示此法應用於純服務環境亦同樣能有效的降低成本。 本研究起因於研究對象電力公司之客服中心面臨營運問題，包括過高的營運成本、人力配置不均以及人員流動率過高，另外還包含未妥善利用訊系統導致客服人員話務量增加與組織內部各單位資訊不同步造成資訊不準確等問題。為了解決這些問題，以客服中心之電話服務流程為主要研究範圍，採用精實方法之價值流圖(Value Stream Mapping, VSM)作為流程分析方法，剖析造成上述問題的原因，並基於精實原則(Principles of Lean)來思考，除了找出客服中心營運上的浪費之外，並針對個案公司所面臨的問題提出改善建議。 / Call center is an important unit in contemporary enterprise. As more and more innovative business model appears, enterprises use call center as a means to provide high quality services and explore more customers. Along with importing advanced information technology, there would be a drastic change in the process of customer service. It has become an essential issue to arrange customer service process efficiently, provide comfortable working environment, and promote customer satisfaction in the call center. The concept of the principles of lean concentrates on eliminating waste and focuses on enhancing valuable parts in business process. Lean principles were usually used in manufactory in the past to create smoothly seamless pull production. However, there are some researches show that using it in pure service environment will efficiently reduce costs as well. The objective of this study is to use principles of lean to eliminate wastes and find the potential problems in the phone call service process of call center in the case company. The value stream mapping is used to analyze and assess the process of information and material flows currently required in the phone call customer service process. First, we establish a current state map, then we refine it iteratively and build Kaizen burst map. Finally, based on the kaizen burst map we provide some advices for optimizing phone call process of customer service for the case company.

Notre thèse s’intéresse à la restructuration du service social d’une plate-forme téléphonique de santé – Santé Info. Au moment de l’étude le service social de ce centre de contact venait de faire l’objet d’une importante réorganisation, qui s’est concrétisée par la création d’une équipe de télé-opérateurs spécialisés. Dans ce contexte de changement organisationnel, notre travail vise à comprendre les incidences du développement de l’activité sur les pratiques situées des acteurs et saisir comment celles-ci nourrissent ce développement en retour. Nos réflexions autour de cette question sont inspirées par les théories de l’activité ainsi que les courants de la cognition et de l’action située. Nous nous appuyons sur la notion de perspective professionnelle et proposons la notion de saillance afin de rendre compte du développement de l’activité en pratique. Nous avons conduit une enquête ethnographique de près de deux ans au sein de cette organisation. Le dispositif méthodologique que nous avons mis en œuvre privilégie l’observation in situ des pratiques. La stratégie observationnelle choisie était celle du suivi, celui i) des acteurs, ii) des affaires c’est-à-dire des demandes traitées par plusieurs intervenants et iii) des situations de communication collective (formations, réunions d’équipe). Nous avons par ailleurs mobilisé la méthode de l’autoconfrontation à partir d’enregistrements audiovisuels. Nos résultats mettent en évidence deux axes de développement contradictoires de l’organisation, à savoir, d’une part, une tendance à l’intégration aux services des mutuelles fondatrices et une tendance à l’autonomisation de Santé Info en tant que prestataire de service externe. D’autre part, la restructuration du service social peut être appréhendée comme actualisant une contradiction sous-jacente au système d’activité, celle entre travail d’information (informer) et conseil (conseiller). Nous analysons les pratiques de prise et de construction de configurations d’indices informationnels des professionnels que nous qualifions de saillances. Nos analyses mettent en évidence que connaître son travail revient à connaître le travail des autres c’est-à-dire à anticiper leurs contraintes, leurs éventuelles difficultés, à reconnaître et tenir compte des impératifs auxquels ils doivent faire face (temporels et de production). La restructuration du service social de Santé Info au travers de la création d’une équipe spécialisée de téléconseillers – le pôle social - contribue à transformer ces pratiques. Par ailleurs, les nouvelles exigences que cette restructuration fait peser sur les professionnels participent de la redéfinition des enjeux de leurs actions en situation. En d’autres termes connaître le travail d’autrui est une ressource pour le collectif mais aussi pour le sujet. Les contributions de ce travail de thèse se situe à trois niveaux : théorique, méthodologique et disciplinaire. L’apport théorique réside dans la recherche d’une articulation entre une analyse orientée par les théories de l’activité et les approches situées de la cognition et de l’action. Ces questions nourrissent des enjeux méthodologiques pour notre travail, qui constituent le second apport de notre recherche. Il s’agit également de construire un dispositif d’observation et de collecte systématique de données dans un environnement professionnel exigeant où le travail est, à la fois, intellectuel et relationnel, la coopération latente et différée, et qui s’étayent sur une infrastructure sociotechnique complexe. Du point de vue de la psychologie du travail, notre étude ouvre à une réflexion autour des compétences collectives et du bien-être au travail. / Our research deals with the organizational change within Health Info, the inbound call center for a number of mutual health insurance companies. Health Info provides users with health information and referral for the purpose of helping them to make better choices in healthcare and to reduce their expenses. In order to improve the service delivered to the clients of the mutual insurance companies, call operators’ activity was redesigned. Some of the most experienced call center agents formed a new team (referred as the « social team »), which had the responsibility to process the information requests of users in need of financial support, different kind of allowances, within outbound calls. In this context, the goals of this doctoral thesis is to understand this organizational change as a development, that of Health Info’ collective activity but also that of the local individual practices. We build upon three approaches to the study of context - activity theory, situated action and situated cognition. Our research is based on a two years ethnographic study. We have used various data collection techniques. Those included ethnographic observation, video recordings of naturally occurring situations as well as interviews with staff members. We systematically attended and video recorded the regular staff meeting of the « social team ». We also shadowed staff members and followed specific « client cases » as first identified by call operators, then processed by the members of the « social team » and eventually transferred for further analysis to the social worker. Our results highlight several contradictions underlying Health Info’ current development. On one hand, Health Info is an additional service designed to fit within the those already existing of the mutual insurance companies. But it is also an autonomous service provider whose clients are the mutual companies. On the other hand, the « social team » reveals another contradiction between different work perspectives, namely that of informing users and helping them or providing them with support. Furthermore, our study underlines the practical dimensions of Health Info’ restructuring. The analysis of situated practices shows that works perspectives are grounded on salient configurations which are both emergent in situ and collectively elaborated cultural resources. The contributions of this doctoral thesis are to address some of the a) methodological and b) conceptual challenges arising from the use of activity theory as a theoretical framework in empirical studies, c) triggers off some interesting considerations on collective competencies and on well-being in the workplace.

Objetivo. Realizou-se avaliação do estado nutricional e do consumo alimentar em operadores de telemarketing submetidos a 3 turnos fixos. Métodos. A amostra foi composta por 218 trabalhadores (Matutino=72; Vespertino= 97 e Noturno= 49) de duas centrais de atendimento telefônico, uma vinculada a planos de saúde (A) e outra a uma empresa aérea (B). Para avaliação antropométrica, foram obtidas as seguintes medidas: peso, estatura e circunferência da cintura (CC). Um questionário para autopreenchimento foi utilizado com os seguintes itens: identificação, hábitos de etilismo e tabagismo, freqüência de consumo alimentar (QFA) de alimentos estimulantes do sistema nervoso central e de lanches. Entrevistas foram realizadas para obtenção de 3 inquéritos recordatórios 24 horas (2 dias de trabalho e 1 dia folga). O índice de massa corporal (IMC) (Peso/Estatura2) e a CC foram classificados de acordo com o preconizado pela Organização Mundial da Saúde (OMS). O cálculo do valor nutricional da dieta (macronutrientes e energia) foi realizado com o auxílio do programa Virtual Nutri. Os testes estatísticos utilizados foram: ANOVA, Kruskal-Wallis, teste exato de Fisher e qui-quadrado de Pearson. Foi considerado nível de significância estatística p=0,05. Resultados. Os operadores eram: 74,2% do gênero feminino, 44% tinham curso superior incompleto e com média de idade igual a 28,9 anos (desvio padrão= 7,6 anos). Do total, 45,0 % referiram aumentar de peso após começar a trabalhar como operador e 28,9% alteraram o consumo alimentar devido a ansiedade no trabalho. A obesidade (IMC_30 kg/m2) atingiu 9,3% (13,0% em homens e 8,1% em mulheres). A CC identificou 14,4% dos operadores com aumento do risco para doenças crônicas associadas à obesidade (CC _ 80 cm para mulheres e _ 94 para homens) e com risco muito aumentado (CC_ 88 cm para mulheres e _ 102 para homens) em 11,6% dos casos. A média do consumo alimentar dos 3 dias evidencia em mulheres, consumo calórico igual a 1612,4 kcal, os valores da porcentagem do valor calórico total da deita (%VCT) para proteínas de 15,2%, carboidratos 49,3% (fibras 10,3 gramas), lipídios 30,6% (lipídios insaturados 22,8 gramas e colesterol 229,9 gramas). Em homens, o consumo calórico médio foi igual a 2741,7 kcal, com valores da %VCT para proteínas iguais a 16,9%, carboidratos 47,7% (fibras 14,7 gramas), lipídios 32,9% (insaturados 41,1 gramas e colesterol 433,9 gramas). Em relação as recomendações da FAO/OMS (1998) para energia a porcentagem de adequação atingiu 77% para mulheres e 100% em homens. Baseando-se nas recomendações FAO/OMS (2003) os percentis de lipídios estavam acima e para carboidratos, fibras e lipídios insaturados abaixo do prescrito. Em homens, verificou-se consumo elevado de colesterol e do valor do percentil de proteínas (%VCT) em relação ao recomendado pela FAO/OMS (2003). O QFA identificou maior consumo de café (44,5%) e café com leite (42,6%) em relação a substancias estimulantes. Os lanches mais ingeridos diariamente foram: bebidas lácteas (38,5%) e sucos de frutas prontos para beber (38,1%). O turno noturno apresentou diferenças significantes em relação à faixa etária, gênero, possuir outro emprego, fumo, IMC em mulheres e consumo de café, refrigerantes a base de cola, refrigerantes, chicletes e balas dietéticas, suco de frutas prontos para beber e salgadinhos e biscoitos.Conclusões. Sugerem-se evidências de ausência de dietas balanceadas e índices elevados do IMC e da obesidade abdominal em operadores de telemarketing, especialmente em homens do turno noturno. / Objective. The aim of this survey was to identify nutritional status and food intake among call center operators who work in 3-fixed Schedule. Methods. Two hundred and eighteen workers (Morning=72; Afternoon=97 and Evening= 49) of two call centers were studied (A dealing with health assitence services and B airplane company). For anthropometric assessment were used weight, height and waist circumference (WC). The operators filled self-aplicable questionnaire about identification, smoking and drink habits and food frequency (QFA) of snacks and stimulants consumption. Interviews were taken about dietary intake (24 hours recall in 2 workdays and 1 offday). Body mass index (BMI) and WC were classified according to the World Health Organizaton's (WHO) patterns. The nutritional values were calculated through the Virtual Nutri software. The statistics testes were: ANOVA, Kruskal-Wallis, Exact Fisher test and Pearson's chi-square. Statistic significance level was considered less than p=0.05. Results. The operators were: 74.2% women, 44% had incomplete undergraduate level and the average age was 28.9 (Std Dev=7.6 years old). In the total, 45% referred weight gain after start working in call centers and 28.9% changed dietary habits due to the anxiety during the working time. Obesity (BMI _ 30 kg/m2) was 9.3% (13% in men and 8.1% in women). WC identified 14.4% of operators in high risk of chronic diseases associated with obesity (WC _ 80cm for women and _ 94 cm for men) and in substantially high (WC _ 88 cm for women and _ 102 cm for men) 11,6% of the cases. The average in 3 days of dietary intake in women showed that caloric intake was 1612.4 kcal, the values of percentage of calories (%VPC) coming from protein was 15.2% carbohydrates, 49.3% (fiber 10.3 grams), lipids 30.6% (unsaturated lipids 22.8 grams and cholesterol 229.9 grams). In men, the caloric intake was 2741.7 kcal, with values of %VPC for protein of 16.9%, carbohydrates 47.7% (fiber 14.7 grams), lipids 32.9% (unsaturated lipids 41.4 grams and cholesterol 433.9 grams). Based on FAO/OMS (1998) recommendations of energy, women intakes were 77% and men 100% of recommendations. According to FAO/OMS (2003) recommendations, the values of %VPC for lipids were high and for carbohydrates, fiber and unsaturated lipids were low. In men, cholesterol intake and percentage of protein were high comparing to the FAO/OMS recommendations. The FFQ identified high daily intake of coffee (44.5%) and milk with coffee (42.6%) based on stimulants consumption. The daily intakes of milky drinks (38.5%) and fruit juices ready to drink (38.1%) were high. The night shift workers showed significances differences with age, gender, extra job, smoking, BMI in women and intakes of coffee, cola drinks, diet bubblegum and candy, fruit juices ready to drink and cookies. Conclusions. Study findings suggest that diets were inadequate; overall obesity and abdominal obesity were high among call center operators, especially in men that work at night.

O reconhecimento do valor do trabalho para a construção da saúde e da cidadania das pessoas é o ponto de partida para a discussão da responsabilidade da organização e gestão na construção de situações que favoreçam o enriquecimento do trabalho. O estudo de caso em uma grande empresa brasileira que presta o serviço de atendimento ao público, utilizando como referência o procedimento metodológico de uma Análise Ergonômica do Trabalho (AET), permitiu o diálogo com as diversas características do trabalho realizado, ressaltando a relação entre o desenvolvimento humano e os resultados econômicos da empresa. Privilegiando o desempenho econômico em detrimento das demais dimensões envolvidas em uma atividade produtiva, e reproduzindo uma racionalidade instrumental estratégica na organização do trabalho, a empresa desconsidera as características próprias de uma relação de serviço, criando situações de trabalho que exigem dos trabalhadores elevado custo físico e cognitivo para a realização da atividade, criando situações propícias para o adoecimento físico e psicológico para os atendentes. Os constrangimentos promovem uma rejeição ao trabalho, que se manifesta principalmente pelos elevados índices de rotatividade e de absenteísmo e pelo elevado número de demandas judiciais trabalhistas. A discussão que se coloca é como criar situações que favoreçam o enriquecimento do trabalho em centrais de atendimento ao público, defendendo que o desenvolvimento profissional dos atendentes é o mais efetivo instrumento para o enriquecimento do conteúdo e do valor do trabalho para os indivíduos, contribuindo com a construção da identidade, da saúde e da cidadania dos trabalhadores. O desenvolvimento profissional é promovido a partir do enriquecimento dos saberes profissionais, obtidos com o fortalecimento dos coletivos de trabalho que compartilhem e construam as regras da profissão. O compartilhamento das experiências e das dificuldades encontradas na atividade, o estabelecimento de efetivos canais de comunicação entre trabalhadores, o estabelecimento de objetivos comuns, a criação conjunta de regras e procedimentos, a repartição das responsabilidades entre os diferentes atores, são estratégias que podem contribuir para atribuir sentido ao trabalho. Pensar um modelo de organização do trabalho e de gestão que promova a busca por soluções coletivas contribui para que sejam atingidos os objetivos da organização ao mesmo tempo em que fortalece o valor do trabalho na construção da subjetividade e o bem-estar das pessoas. / The reconnaissance of the value of work in the promotion of people\'s health and citizenship is the starting for the discussion on the responsibility of work organization and management in creating work situations that promote its development. The case study of a large Brazilian call-center company using the methodology of Ergonomic Work Analysis (E WA) allowed the dialogue with the various characteristics of the work and the relationship between the human development and economic results of the company. By favoring economic and financial performance of companies over human development of workers, the organization and management of work have led to those unfavorable situations when they fail to notice the dynamics of the service relationship and the constraints promote a rejection of work, which is manifested mainly by the high rates of turnover and absenteeism and by the high number of labor lawsuits. The discussion is how to create situations that favor the enrichment of work in call centers, arguing that the professional development of the attendants is the most effective instrument for the enrichment of content and the value of work for individuals, contributing to the construction of identity, health and citizenship of workers. Professional development is promoted through the enrichment of professional knowledge, obtained through the strengthening of labor collectives who share and build the rules of the profession. Sharing experiences and difficulties encountered in the activity, setting up effective channels for communication among workers, setting common goals, jointly devising rules and procedures, and distributing responsibilities among the different players are instruments that might contribute to ascribing meaning to work. Crafting a model for the organization and management of the work which promotes the search for collective solutions contributes to the achievement of the organization goals, and it also strengthens the value of work in building the subjectivity and wellbeing of people. Sharing experiences and difficulties encountered in the activity, setting up effective channels for communication among workers, setting common goals, jointly devising rules and procedures, and distributing responsibilities among the different players are instruments that might contribute to ascribing meaning to work. Crafting a model for the organization and management of the work which promotes the search for collective solutions contributes to the achievement of the organization goals, and it also strengthens the value of work in building the subjectivity and wellbeing of people.

Made available in DSpace on 2016-04-25T16:44:53Z (GMT). No. of bitstreams: 1 Maria F Silva.pdf: 809554 bytes, checksum: 80422605344e4376d8b3606d0fd7e09a (MD5) Previous issue date: 2007-04-04 / This present Dissertation analyzes the human resources practices in Call centre and their impacts in an unit of business. The understanding of this Call centre Industry it wakes up national and international researcher s interest, for being a sector in great expansion in the last decade, besides being one of the sectors of services that employs most of professional. Therefore, the dimensions of the organizational practices are discussed, indicating that the section deserves a study to explain their characteristics and specificities, in the extent of the practices of people's administration, and their reflexes in the operational result of a unit of business. This discussion is made starting from of the analysis of the data companies subcontracted and own Call centre registered in ABT - Brazilian Association of Telesserviços. Finally, in the part of the study accomplished with base in the fulfilling of a questionnaire in which 103 companies took part, it was verified that for statistical significance shows that there is relation among monitoring and involvement in the sales and performance intensity of the monitoring the operator is associated with the involvement in the products and services sale. However, the study shows that the performance low relation of Call centre with the practices interactions of HR with the market segment and with the market strategy. Then, the study also concluded that, Call's Industry in Brazil has growth great possibilities for the nearby years of 2006, besides evidencing that training actions increase the skills of the professional / A presente Dissertação analisa as práticas de recursos humanos em call center e seus impactos em uma unidade de negócio. O entendimento da indústria de call center, desperta o interesse de pesquisadores nacionais e internacionais, por ser um setor em grande expansão na última década, além de ser um dos setores de serviços que mais emprega profissionais. Por isso, discutem-se as dimensões das práticas organizacionais, indicando que o setor merece um estudo que explique suas características e especificidades, no âmbito das práticas de gestão de pessoas, e seus reflexos no resultado operacional de uma unidade de negócio. Esta discussão é feita a partir da análise dos dados de empresas terceirizadas de call center, e daquelas que desenvolvem outros trabalhos como atividades principais, mas possuem, dentro de suas instalações, um departamento de call center, ambos os casos, com cadastros na ABT - Associação Brasileira de Telesserviços. Finalmente, na parte do estudo, realizada com base no preenchimento de um questionário em que 103 empresas participaram, verificou-se que a significância estatística mostra que existe relação entre monitoramento e envolvimento nas vendas, e que a intensidade de monitoramento do desempenho do operador está associada com o seu envolvimento na venda de produtos e serviços. No entanto, o estudo mostra que há baixa relação do desempenho do call center com as interações das práticas de Recursos Humanos (RH) com o segmento de mercado e com a estratégia de mercado. O estudo também concluiu que, a indústria de call center no Brasil tem grandes possibilidades de crescimento para os próximos anos de 2006, além de evidenciar que ações de capacitação em treinamento aumentam a profissionalização dos operadores no atendimento

Objetivo. Realizou-se avaliação do estado nutricional e do consumo alimentar em operadores de telemarketing submetidos a 3 turnos fixos. Métodos. A amostra foi composta por 218 trabalhadores (Matutino=72; Vespertino= 97 e Noturno= 49) de duas centrais de atendimento telefônico, uma vinculada a planos de saúde (A) e outra a uma empresa aérea (B). Para avaliação antropométrica, foram obtidas as seguintes medidas: peso, estatura e circunferência da cintura (CC). Um questionário para autopreenchimento foi utilizado com os seguintes itens: identificação, hábitos de etilismo e tabagismo, freqüência de consumo alimentar (QFA) de alimentos estimulantes do sistema nervoso central e de lanches. Entrevistas foram realizadas para obtenção de 3 inquéritos recordatórios 24 horas (2 dias de trabalho e 1 dia folga). O índice de massa corporal (IMC) (Peso/Estatura2) e a CC foram classificados de acordo com o preconizado pela Organização Mundial da Saúde (OMS). O cálculo do valor nutricional da dieta (macronutrientes e energia) foi realizado com o auxílio do programa Virtual Nutri. Os testes estatísticos utilizados foram: ANOVA, Kruskal-Wallis, teste exato de Fisher e qui-quadrado de Pearson. Foi considerado nível de significância estatística p=0,05. Resultados. Os operadores eram: 74,2% do gênero feminino, 44% tinham curso superior incompleto e com média de idade igual a 28,9 anos (desvio padrão= 7,6 anos). Do total, 45,0 % referiram aumentar de peso após começar a trabalhar como operador e 28,9% alteraram o consumo alimentar devido a ansiedade no trabalho. A obesidade (IMC_30 kg/m2) atingiu 9,3% (13,0% em homens e 8,1% em mulheres). A CC identificou 14,4% dos operadores com aumento do risco para doenças crônicas associadas à obesidade (CC _ 80 cm para mulheres e _ 94 para homens) e com risco muito aumentado (CC_ 88 cm para mulheres e _ 102 para homens) em 11,6% dos casos. A média do consumo alimentar dos 3 dias evidencia em mulheres, consumo calórico igual a 1612,4 kcal, os valores da porcentagem do valor calórico total da deita (%VCT) para proteínas de 15,2%, carboidratos 49,3% (fibras 10,3 gramas), lipídios 30,6% (lipídios insaturados 22,8 gramas e colesterol 229,9 gramas). Em homens, o consumo calórico médio foi igual a 2741,7 kcal, com valores da %VCT para proteínas iguais a 16,9%, carboidratos 47,7% (fibras 14,7 gramas), lipídios 32,9% (insaturados 41,1 gramas e colesterol 433,9 gramas). Em relação as recomendações da FAO/OMS (1998) para energia a porcentagem de adequação atingiu 77% para mulheres e 100% em homens. Baseando-se nas recomendações FAO/OMS (2003) os percentis de lipídios estavam acima e para carboidratos, fibras e lipídios insaturados abaixo do prescrito. Em homens, verificou-se consumo elevado de colesterol e do valor do percentil de proteínas (%VCT) em relação ao recomendado pela FAO/OMS (2003). O QFA identificou maior consumo de café (44,5%) e café com leite (42,6%) em relação a substancias estimulantes. Os lanches mais ingeridos diariamente foram: bebidas lácteas (38,5%) e sucos de frutas prontos para beber (38,1%). O turno noturno apresentou diferenças significantes em relação à faixa etária, gênero, possuir outro emprego, fumo, IMC em mulheres e consumo de café, refrigerantes a base de cola, refrigerantes, chicletes e balas dietéticas, suco de frutas prontos para beber e salgadinhos e biscoitos.Conclusões. Sugerem-se evidências de ausência de dietas balanceadas e índices elevados do IMC e da obesidade abdominal em operadores de telemarketing, especialmente em homens do turno noturno. / Objective. The aim of this survey was to identify nutritional status and food intake among call center operators who work in 3-fixed Schedule. Methods. Two hundred and eighteen workers (Morning=72; Afternoon=97 and Evening= 49) of two call centers were studied (A dealing with health assitence services and B airplane company). For anthropometric assessment were used weight, height and waist circumference (WC). The operators filled self-aplicable questionnaire about identification, smoking and drink habits and food frequency (QFA) of snacks and stimulants consumption. Interviews were taken about dietary intake (24 hours recall in 2 workdays and 1 offday). Body mass index (BMI) and WC were classified according to the World Health Organizaton's (WHO) patterns. The nutritional values were calculated through the Virtual Nutri software. The statistics testes were: ANOVA, Kruskal-Wallis, Exact Fisher test and Pearson's chi-square. Statistic significance level was considered less than p=0.05. Results. The operators were: 74.2% women, 44% had incomplete undergraduate level and the average age was 28.9 (Std Dev=7.6 years old). In the total, 45% referred weight gain after start working in call centers and 28.9% changed dietary habits due to the anxiety during the working time. Obesity (BMI _ 30 kg/m2) was 9.3% (13% in men and 8.1% in women). WC identified 14.4% of operators in high risk of chronic diseases associated with obesity (WC _ 80cm for women and _ 94 cm for men) and in substantially high (WC _ 88 cm for women and _ 102 cm for men) 11,6% of the cases. The average in 3 days of dietary intake in women showed that caloric intake was 1612.4 kcal, the values of percentage of calories (%VPC) coming from protein was 15.2% carbohydrates, 49.3% (fiber 10.3 grams), lipids 30.6% (unsaturated lipids 22.8 grams and cholesterol 229.9 grams). In men, the caloric intake was 2741.7 kcal, with values of %VPC for protein of 16.9%, carbohydrates 47.7% (fiber 14.7 grams), lipids 32.9% (unsaturated lipids 41.4 grams and cholesterol 433.9 grams). Based on FAO/OMS (1998) recommendations of energy, women intakes were 77% and men 100% of recommendations. According to FAO/OMS (2003) recommendations, the values of %VPC for lipids were high and for carbohydrates, fiber and unsaturated lipids were low. In men, cholesterol intake and percentage of protein were high comparing to the FAO/OMS recommendations. The FFQ identified high daily intake of coffee (44.5%) and milk with coffee (42.6%) based on stimulants consumption. The daily intakes of milky drinks (38.5%) and fruit juices ready to drink (38.1%) were high. The night shift workers showed significances differences with age, gender, extra job, smoking, BMI in women and intakes of coffee, cola drinks, diet bubblegum and candy, fruit juices ready to drink and cookies. Conclusions. Study findings suggest that diets were inadequate; overall obesity and abdominal obesity were high among call center operators, especially in men that work at night.

Zugl.: Halle (Saale), Univ., Habil.-Schr., 2007

School of Economics and Management, Diss.--Lund, 2008.

O reconhecimento do valor do trabalho para a construção da saúde e da cidadania das pessoas é o ponto de partida para a discussão da responsabilidade da organização e gestão na construção de situações que favoreçam o enriquecimento do trabalho. O estudo de caso em uma grande empresa brasileira que presta o serviço de atendimento ao público, utilizando como referência o procedimento metodológico de uma Análise Ergonômica do Trabalho (AET), permitiu o diálogo com as diversas características do trabalho realizado, ressaltando a relação entre o desenvolvimento humano e os resultados econômicos da empresa. Privilegiando o desempenho econômico em detrimento das demais dimensões envolvidas em uma atividade produtiva, e reproduzindo uma racionalidade instrumental estratégica na organização do trabalho, a empresa desconsidera as características próprias de uma relação de serviço, criando situações de trabalho que exigem dos trabalhadores elevado custo físico e cognitivo para a realização da atividade, criando situações propícias para o adoecimento físico e psicológico para os atendentes. Os constrangimentos promovem uma rejeição ao trabalho, que se manifesta principalmente pelos elevados índices de rotatividade e de absenteísmo e pelo elevado número de demandas judiciais trabalhistas. A discussão que se coloca é como criar situações que favoreçam o enriquecimento do trabalho em centrais de atendimento ao público, defendendo que o desenvolvimento profissional dos atendentes é o mais efetivo instrumento para o enriquecimento do conteúdo e do valor do trabalho para os indivíduos, contribuindo com a construção da identidade, da saúde e da cidadania dos trabalhadores. O desenvolvimento profissional é promovido a partir do enriquecimento dos saberes profissionais, obtidos com o fortalecimento dos coletivos de trabalho que compartilhem e construam as regras da profissão. O compartilhamento das experiências e das dificuldades encontradas na atividade, o estabelecimento de efetivos canais de comunicação entre trabalhadores, o estabelecimento de objetivos comuns, a criação conjunta de regras e procedimentos, a repartição das responsabilidades entre os diferentes atores, são estratégias que podem contribuir para atribuir sentido ao trabalho. Pensar um modelo de organização do trabalho e de gestão que promova a busca por soluções coletivas contribui para que sejam atingidos os objetivos da organização ao mesmo tempo em que fortalece o valor do trabalho na construção da subjetividade e o bem-estar das pessoas. / The reconnaissance of the value of work in the promotion of people\'s health and citizenship is the starting for the discussion on the responsibility of work organization and management in creating work situations that promote its development. The case study of a large Brazilian call-center company using the methodology of Ergonomic Work Analysis (E WA) allowed the dialogue with the various characteristics of the work and the relationship between the human development and economic results of the company. By favoring economic and financial performance of companies over human development of workers, the organization and management of work have led to those unfavorable situations when they fail to notice the dynamics of the service relationship and the constraints promote a rejection of work, which is manifested mainly by the high rates of turnover and absenteeism and by the high number of labor lawsuits. The discussion is how to create situations that favor the enrichment of work in call centers, arguing that the professional development of the attendants is the most effective instrument for the enrichment of content and the value of work for individuals, contributing to the construction of identity, health and citizenship of workers. Professional development is promoted through the enrichment of professional knowledge, obtained through the strengthening of labor collectives who share and build the rules of the profession. Sharing experiences and difficulties encountered in the activity, setting up effective channels for communication among workers, setting common goals, jointly devising rules and procedures, and distributing responsibilities among the different players are instruments that might contribute to ascribing meaning to work. Crafting a model for the organization and management of the work which promotes the search for collective solutions contributes to the achievement of the organization goals, and it also strengthens the value of work in building the subjectivity and wellbeing of people. Sharing experiences and difficulties encountered in the activity, setting up effective channels for communication among workers, setting common goals, jointly devising rules and procedures, and distributing responsibilities among the different players are instruments that might contribute to ascribing meaning to work. Crafting a model for the organization and management of the work which promotes the search for collective solutions contributes to the achievement of the organization goals, and it also strengthens the value of work in building the subjectivity and wellbeing of people.