A STUDY ON WORKPLACE EFFECTIVENESS AND EMPLOLYEE PROBLEM SOLVING CHALLENGES AT BUTTERFLY APPLIANCES LIMITED

Contemporary office work is becoming increasingly challenging as many routine tasks are automated or outsourced. The remaining problem-solving activities may also offer potential for lifelong learning in the workplace. In this study we analyzed problem solving in an office work setting using an Internet-based, semi-standardized diary to collect data close to the process. Thirteen employees in commercial departments of an automotive supplier participated voluntarily; they recorded sixty-four domain-specific problem cases in total. Typical problems were moderately complex but rather urgent. They were detected by means of monitoring, augmented feedback, or feedback from others. The problems detected provoked states of high arousal, including both negative and positive emotions. We found that seeking support from others was the most common approach to problem solving, and that in general problem solving offered considerable learning possibilities. Experts were confronted with more complex problems than novices, they more often solved