Ergonomics improvement in a harsh environment using an audio feedback system David T. Goomas a, b, * , Paul H.P. Yeow c, 1 a Supply Chain Operational Consultant, Dallas, TX, USA b El Centro College, Dallas, TX, USA c School of Business, Monash University, Sunway Campus, Jalan Lagoon Selatan, 46150, Bandar Sunway, Selangor, Malaysia article info Article history: Received 2 February 2010 Received in revised form 11 June 2010 Accepted 25 August 2010 Available online 16 September 2010 Keywords: Harsh environment Order selection Immediate audio feedback Harsh environment Voice technology Paper pick list abstract The study aimed to improve ergonomics, i.e. to increase productivity, quality, and work satisfaction of operators working in a harsh environment (i.e. freezer storage facilities) through the use of an audio feedback system. The operators’ job was to select ice-cream products from a distribution warehouse to fulfill customer orders. A field experiment was carried out to compare the conventional method (the use of paper pick list) and the new method (the use of an audio pick list system). The audio system included audio feedback which enabled the operator to verify the correct storage location before selecting product from its location. Results showed that the use of the audio system was more effective as productivity of picking task increased by 43%, quality improved through reduction of more than two-thirds picking errors, and work satisfaction increased as hand motions used in the paper pick list system with gloved hands were eliminated. The impact of this study suggests that harsh environments with similar work flows can be aided with an audio feedback system, weighing the costs and benefits of the system from the perspective of ergonomics, quality, and productivity. Ó 2010 Elsevier B.V. All rights reserved. 1. Introduction Feedback in the workplace is very important. It affects workers’ performance by motivating them to adjust their work output, reinforcing their response pattern and directing them towards a performance goal. Feedback has been found effective in learning situations and improving workers’ motivation in performance (Wofford and Goodwin, 1990). Shikdar and Das (2003) studied the moderating effects of feedback on workers’ satisfaction and productivity (performance) relationship. Gramopadhye and Wilson (1997) studied the effect of feedback training on visual inspection performance. Berrah et al. (2006) and Yurdakul and _ Iç (2005) studied the selection of overall industrial performance measure- ments as a feedback mechanism at a manufacturing company. Altuntas et al. (2007) studied the operators’ feedback systems in computer-integrated manufacturing, particularly the many complex issues and interactions (e.g. complicated graphs). Seong and Bisantz (2008) studied the impact of cognitive feedback on operators’ judgement performance in complicated automated decision support systems. Leivi (2005) performed a field study of the effects of self-implemented feedback program on house- keeping performance with the Finnish National Road Administra- tion. Field studies by Yeow and Sen (2003, 2006) showed that clearer feedback, e.g. pass/fail criteria, and clearer component marking improved operators’ performance (in terms of productivity and quality) at an electronics manufacturing company. Alder (2007) examined the relationship between feedback and performance in a monitored environment and found that feedback enhanced operators’ desire to improve, which was related to performance. Up to now, there are few field studies on the effectiveness of operator feedback systems in distribution centers. Goomas and Ludwig (2007) studied the effect of operators’ performance with the use of wireless handheld computer as operators’ feedback. Berger and Ludwig (2007) studied the use of audio feedback systems to reduce operator errors; however, they did not include how the system affects operator’s productivity. Ludwig and Goomas (2007) compared the use of audio, handheld and paper feedback tech- nologies in terms of how they affected operator’s productivity. The study, conducted in an auto-parts distribution center (e.g. batteries, tires and accessories), found that the audio feedback technology was more effective than a paper pick feedback system in terms of * Corresponding author. E-mail addresses: dgoomas@hotmail.com (D.T. Goomas), paul.yeow@buseco. monash.edu.my (P.H.P. Yeow). 1 Tel.: þ603 5514 4943; fax: þ603 5514 6192/6194. Contents lists available at ScienceDirect International Journal of Industrial Ergonomics journal homepage: www.elsevier.com/locate/ergon 0169-8141/$ e see front matter Ó 2010 Elsevier B.V. All rights reserved. doi:10.1016/j.ergon.2010.08.005 International Journal of Industrial Ergonomics 40 (2010) 767e774