A Case Study in Forensics, Macroergonomics, and Work-Related Musculoskeletal Injuries in Call Center Work

Abstract

This case study describes a personal injury case and expert opinions expressed by a HF/E expert concerning work-related musculoskeletal injuries sustained by a 43 year-old female call center service representative. The circumstances surrounding this case are unusual as it involves a suit brought against an employer by an employee in the State of California, a physically adequate workstation design, and a cumulative rather than acute injury. The HE/E expert examined the deposition testimony, interview data and reviewed the literature as part of his analysis and concluded that the scientific literature establishes a link between the known organizational stress factors existing at the defendant's workplace and symptoms of work-related musculoskeletal disorders. Furthermore, the defendant's ergonomics safety program was deficient in proactively dealing with the plaintiff's injuries. The HF/E expert's analysis and testimony ultimately proved important in establishing liability on the part of the defendant.