Towards understanding and managing the learning process in mail sorting

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.