Towards understanding and managing the learning process in mail sorting.
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.


METHODS
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.
Division of Quality Technology and Management, Linköping University, Linköping, Sweden. martina.berglund@liu.se
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Berglund
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Karltun
D000328:Adult; D004526:Efficiency; D006804:Ergonomics; D005260:Female; D006801:Humans; D007318:Inservice Training; D007858:Learning; D008297:Male; D008875:Middle Aged; D011177:Postal Service; D013548:Sweden; D013996:Time and Motion Studies; D014743:Videotape Recording; D055815:Young Adult