The challenges for human factors in knowledge work: Reflections on a case study

The development towards a service and knowledge intensive economy arise new challenges for ergonomics and human factors. Knowledge on work within mass service production exists, but the challenges within knowledge work have still to be addressed. The focus of this paper is on some of the challenges in knowledge intensive work to establish productive and satisfying jobs by a case study of our own place of work: a university department.

Testimonials from a young associate professor, a first line manager and the department manager lead us to identify some of the major challenges for ergonomics to comply with the demands of the knowledge intensive work when KPI’s are central management tools. Especially handling the balance between high motivation and enthusiasm and burn out will be addressed.