Abstract
Two case studies are described in which human performance methodologies were applied during the development of the Automated Repair Service Bureau (ARSB). The first case study illustrates some of the human performance analysis and design conducted during the specification of the computerized work station that would replace the local test desk in Repair Service Bureaus. The second case study shows how job quality considerations led to improvements in the job of the Repair Service Attendant who receives initial telephone trouble reports from customers. At the same time, a net savings in the time to process the troubles was achieved.
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