Automated Repair Service Bureau: Two Examples of Human Performance Analysis and Design in Planning the ARSB

This paper discusses some of the procedures and results of human performance design and analysis work carried out during the development of the Automated Repair Service Bureau (ARSB). It illustrates several ways that human performance analysis has benefited the design and operation of the A R S B . T W O case studies are presented: (i) Analysis and design for the computerized work station that replaces the local test desk for testing telephone lines in telephone repair bureaus. {ii) Application of job enrichment techniques to the Repair Service Attendant's (RSA'S) job in the A R S B .