Affiliations: Division of Quality Technology and Management,
Linköping University, Linköping, Sweden | Department of Industrial Engineering and Management,
Jönköping University, Jönköping, Sweden
Note: [] Address for correspondence: Martina Berglund, PhD, Division of
Quality Technology and Management, Department of Management and Engineering,
Linköping University, SE-58183 Linköping, Sweden. Tel.: +46 13
281530; E-mail: martina.berglund@liu.se
Abstract: Objective: This paper was based on case study research at the
Swedish Mail Service Division and it addresses learning time to sort mail at
new districts and means to support the learning process on an individual as
well as organizational level. Participants: The study population consisted of 46 postmen and one
team leader in the Swedish Mail Service Division. Methods: Data were collected through measurements of time for mail
sorting, interviews and a focus group. Results: The study showed that learning to sort mail was a much more
complex process and took more time than expected by management. Means to
support the learning process included clarification of the relationship between
sorting and the topology of the district, a good work environment, increased
support from colleagues and management, and a thorough introduction for new
postmen. Conclusions: The identified means to support the learning process
require an integration of human, technological and organizational aspects. The
study further showed that increased operations flexibility cannot be reinforced without a
systems perspective and thorough knowledge about real work activities and that
ergonomists can aid businesses to acquire this knowledge.
Keywords: Postal services, productivity, ergonomics, HTO, humans, technology and organization
