Preview Questions
What is meant by efficiency in Atc? Why are absenteeism and presenteeism so prevalent in some Atc units more than others? What is meant by Bottom-Up Processing Approach in the context of Atc?
From the previous post we learned that service productivity is a function of efficiency in Atc. The controller transforms the resources that are available to produce a valuable service to the primary consumer, the pilot. If the resources are insufficient, the Atco cannot effectively perform the transformation. Of course, the controller will be frustrated to a greater or a lesser degree.
Given the nature of Atc whereby the Atco utilizes highly specialized cognitive skills, any lack of resources: psychological, physical as well as physiological will result in the happy state of the controller to wane because her wellbeing has been adversely affected. Thus, we can intuitively deduce that the wellbeing of an Atco is closely linked to her service productivity. Think of it as a workman who arrives at the work site without all of the necessary tools.
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| Imagine that this worker did not have all the resources and tools at his disposal. How do you think he might feel? Will his performance be affected? |
