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International Journal of Business and Technology Management e-ISSN: 2682-7646 | Vol.6, No. 3, 48-57, 2024

http://myjms.mohe.gov.my/index.php/ijbtm

Ergonomic Risk Assessment and Mitigation Strategies for Retail

Workers: Insights from a Case Study in Dungun

Wan Farahiyah Wan Kamarudin1*, Northaqifah Hasna Mohamed Khir1,

Nur Irdina Huda Mohd Zulkifli1, Yasmin Maisarah Azman1,

Qhairani Asywaqi Ruslan1

1 Faculty of Business, Multimedia University, Melaka. Malaysia

*Corresponding Author: [email protected]

Received: 1 July 2024 | Accepted: 15 August 2024 | Published: 1 September 2024

DOI: https://doi.org/10.55057/ijbtm.2024.6.3.6

__________________________________________________________________________________________

Abstract: Manual handling activities contribute to 40% of musculoskeletal disorders (MSDs),

leading to long-term discomfort, disability, medical costs, and financial hardships for workers,

while employers face lower productivity and compensation costs. An ergonomic assessment

was conducted among employees at ABC Hardware in Dungun to identify ergonomic risk

factors, determine the likelihood of harm affecting workers' musculoskeletal health, and

recommend control measures to improve workers' health and well-being. Utilizing a

combination of interviews, observations, and questionnaires based on established ergonomics

guidelines, the research highlights the prevalence of MSDs among workers engaged in manual

handling tasks, emphasizing the need for ergonomic interventions and awareness to enhance

workplace safety and employee well-being. Findings from the ergonomic assessment revealed

significant discomfort and risk factors related to awkward postures, repetitive motions, forceful

exertion, and static positions. Specific ergonomic issues identified include discomfort in the

upper back, thighs, and knees among storekeepers, and neck and lower back pain among

warehouse workers. Service desk representatives were found to experience discomfort related

to static postures and repetitive motions. The study recommends advanced ergonomic

assessments such as Rapid Entire Body Assessment (REBA), Occupational Repetitive

Assessment (OCRA), and Rapid Upper Limb Assessment (RULA), along with improvements in

ergonomic practices and tools. Implementing job rotation, providing ergonomic equipment,

and conducting training on proper lifting techniques are essential to address the identified

risks. This research highlights the critical role of ergonomic practices in preventing MSDs and

improving overall workplace safety.

Keywords: Ergonomic Risk Assessment, Risk Factors, control measures, Retail Workers

___________________________________________________________________________

1. Introduction

Ergonomics, as defined by the International Ergonomics Association (IEA), is the profession

that applies theory, principles, data, and methods to design for optimizing human well-being

and overall system performance. It focuses on understanding interactions between humans and

other elements of a system (Pan et al., 1999). An ergonomic assessment was conducted at ABC

Hardware in Dungun, Terengganu. The hardware store was selected due to its physically

demanding tasks, such as moving and stacking large objects, posing a high risk of injury.

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https://doi.org/10.55057/ijbtm.2024.6.3.6

International Journal of Business and Technology Management e-ISSN: 2682-7646 | Vol.6, No. 3, 48-57, 2024

http://myjms.mohe.gov.my/index.php/ijbtm

Hardware stores face unique challenges as their products must be handled manually, varying

in weight and size, increasing the risk of occupational injuries and impacting workers' well-

being and productivity. Despite the busy and noisy environment, these risks are often

overlooked, necessitating identification and strategic improvements for workplace safety

(Widodo et al.,2019). The study is crucial as hardware stores deal with tangible tools essential

for business operations, requiring effective management to ensure system integration,

performance maintenance, and meeting business needs.

Previous studies focused on identifying ergonomic risks in a hardware store, particularly when

lifting heavy objects like power tools, lumber, and cement bags. The objective was to identify

potential ergonomic hazards and suggest improvements in line with DOSH standards. Manual

handling activities are associated with 40% of musculoskeletal disorders (MSDs), primarily

causing strains and sprains to the upper limbs, shoulders, and lower back, resulting in long-

term discomfort, disability, medical costs, and financial burdens. Employers often face lower

productivity and compensation costs. According to the Social Security Organization (SOCSO),

the number of MSD cases related to manual handling activities increased from 2009 to 2014,

contributing to rising compensation costs for employees (DOSH, 2017).

Several studies highlighting the significant impact of manual handling activities on workers'

musculoskeletal health across diverse industries. Mgbemena et al. (2020) underscored the

prevalence of work-related musculoskeletal disorders (WMSDs), emphasizing manual

handling as a leading cause of injuries and absences in industrialized nations. Deros et al.

(2015) found moderate ergonomic awareness among workers performing manual material

handling tasks, suggesting a need for improved ergonomic training and workstation design.

Basahel (2015) linked specific manual tasks in supermarket warehouses to increased incidences

of musculoskeletal pain. Glock et al. (2019) and Loske et al. (2021) highlighted health risks

associated with manual order picking and warehouse logistics, advocating for ergonomic

improvements to mitigate lumbar spine injuries. Markova et al. (2023) discussed ergonomic

technologies to reduce physical strain in industrial settings, emphasizing their role in enhancing

productivity and worker health. Kim et al. (2008) identified ergonomic risk factors in

wholesale/retail sectors, focusing on repetitive tasks and manual material handling as primary

contributors to musculoskeletal disorders.

Recent literature has explored diverse aspects of musculoskeletal disorders (MSDs), ergonomic

interventions, and manual handling practices across various occupational settings. Smith et al.

(2023) investigated the efficacy of ergonomic interventions in retail environments, focusing on

training programs and workstation modifications to mitigate MSDs among employees. Jones

et al. (2022) examined the impact of technological innovations like exoskeletons and automated

lifting aids on reducing physical strain and MSDs in warehouse operations. Nguyen et al.

(2021) conducted a longitudinal study on manual material handling, highlighting cumulative

trauma disorders and the sustained benefits of ergonomic interventions over time.

Other than that, Patel et al. (2022) analysed the economic implications of MSDs and the cost-

effectiveness of ergonomic programs, providing insights into the financial rationale for

investing in workplace ergonomics. Fernandez and Diaz (2023) explored digital ergonomics

and Industry 4.0 integration, showcasing how digital technologies can optimize workflows and

reduce physical strain in modern workplaces. Additionally, Garcia et al. (2021) investigated

gender-specific differences in biomechanical stressors and MSD risks during manual handling

tasks, proposing gender-sensitive ergonomic solutions for effective workplace interventions.

These studies collectively contribute valuable insights into improving worker health,

International Journal of Business and Technology Management e-ISSN: 2682-7646 | Vol.6, No. 3, 48-57, 2024

http://myjms.mohe.gov.my/index.php/ijbtm

enhancing productivity, and reducing the incidence of MSDs through targeted ergonomic

approaches in diverse occupational settings.

By addressing these ergonomic issues, the study aims to reduce the risk of injuries and enhance

the overall working environment for employees in the retail industry. The primary objectives

of this assessment are to improve workplace safety at the retail location. The first aim is to

identify ergonomic risk factors that may harm employees, focusing on tasks and environments

that could lead to injury or physical strain. The second objective is to determine the likelihood

of harm from these ergonomic risks, assessing the frequency and severity of potential impacts

on employees. Lastly, the assessment aims to suggest suitable control measures to mitigate

these risks, offering practical actions and approaches to reduce the risk of injury and enhance

overall workplace safety and well-being

2. Materials and Method

An ergonomic assessment was conducted at ABC Hardware in Dungun, Terengganu. This

assessment included all nine employees present: three service desk representatives, two

warehouse workers, and four storekeepers. The process for conducting of Ergonomic Risk

Assessment was using Musculoskeletal Assessment and Ergonomic Risk Factor assessment.

This study employs three main approaches: interviews, observation, and a questionnaire survey

to identify ergonomic risks and their impacts on hardware store workers.

2.1 Ergonomic Risk Factors Assessment: Interviews

One-on-one interviews were conducted to gather subjective experiences and insights from

employees handling heavy materials. Respondents were asked about their working hours and

questions related to ergonomics to obtain valid information on their experiences and the

challenges they face.

2.2 Musculoskeletal Assessment: Questionnaire Survey

Musculoskeletal Assessment has been conducted for all type of risk factors to identify and

validate the effected body part. All workers have been given Cornell Musculoskeletal

Questionnaire. A questionnaire survey based on Appendix 3 (Cornell Musculoskeletal

Questionnaire) from Guidelines on Ergonomics Risk Assessment at Work 2017 was

administered.

2.3 Ergonomic Risk Factors Assessment: Observation

This ergonomic risk assessment involves a process from planning, assessing to controlling as

illustrated in Figure 1. For this assessment, proactive approach B has been used to initiate

Ergonomic Risk Assessment which is a walkthrough inspection. Observations were conducted

using checklist from Ergonomics Risk Assessment at Work 2017 (Appendix 6). This method

identified potential factors influencing physical discomfort among hardware store workers.

Observations focused on daily activities, including lifting, carrying heavy items, and repetitive

motions. Additionally, working postures, equipment placement, and material handling were

documented. These observations were recorded and captured using a camera for further

analysis.

International Journal of Business and Technology Management e-ISSN: 2682-7646 | Vol.6, No. 3, 48-57, 2024

http://myjms.mohe.gov.my/index.php/ijbtm

Figure 1: Framework for Ergonomic Risk Assessment (Source: Guidelines of Ergonomic Risk Assessment

at Workplace 2017, Department of Safety & Health, DOSH)

3. Result and Discussion

3.1 Musculoskeletal Assessment

The musculoskeletal assessment revealed that upper back, thigh, and knee discomforts were

the most prevalent among the workers, with six instances each as shown in Figure 2. This can

be attributed to the heavy lifting of items such as paint cans and cement bags. Lower back,

lower leg, and foot discomfort, reported by five workers, likely results from prolonged

repetitive tasks and standing. The least discomfort was observed in the neck, shoulders,

forearms, and wrists, indicating these areas are less affected by static or awkward postures. The

high incidence of discomfort in the upper back, thigh, and knee suggests a need for ergonomic

interventions focusing on lifting techniques and mechanical aids. Lower discomfort in neck

and shoulders suggests less strain from static positions, though overall ergonomic

improvements are still beneficial.

International Journal of Business and Technology Management e-ISSN: 2682-7646 | Vol.6, No. 3, 48-57, 2024

http://myjms.mohe.gov.my/index.php/ijbtm

Figure 2: Discomfort and pain reported workers

3.2 Ergonomic Risk Factors Assessment

The assessment showed significant ergonomic risks related to awkward postures, with frequent

overhead work and bending. Static postures were observed in tasks requiring prolonged

standing. Repetitive motion was prominent in tasks involving lifting and arranging items.

Forceful exertion was evident in lifting heavy weights, and vibration risks were identified with

power tool use. The analysis indicates that addressing awkward and static postures, repetitive

motions, and forceful exertion through ergonomic training and workspace adjustments is

crucial. Providing proper personal protective equipment (PPE) to mitigate vibration risks is

also necessary. Table 1 shows the primary responsibility and ergonomic risk for different tasks

among workers at ABC Hardware.

Table 1: List of responsibility and ergonomic risk factors for different tasks among workers at ABC

Hardware

Task Responsibility Ergonomic Risk Factors

Storekeeper • Manual Handling: Move and organize

bulky items such as paint cans, cement

bags, and other hardware supplies. This

involves lifting, carrying, and placing

heavy items to ensure proper stock

arrangement and accessibility.

• Stock Management: Maintain inventory

levels by arranging products on shelves,

checking stock levels, and replenishing

items as needed.

• Receiving Deliveries: Unload and

organize new shipments, ensuring that

items are stored correctly and safely.

• Repetitive Lifting: Frequent lifting of

heavy objects can lead to

musculoskeletal strain.

• Awkward Postures: Lifting and carrying

items often involves bending and

twisting, which can contribute to

discomfort and injuries.

• Forceful Exertion: Handling large,

heavy items exerts significant physical

force, increasing the risk of strain and

injury

Store helper • Unloading and Stacking: Assist in

unloading bricks and other materials

from delivery vehicles and stack them in

the storage area. This requires lifting

and carrying heavy items.

• Material Handling: Move cement bags

and other supplies using forklifts or

manual methods, ensuring that items are

• Forceful Exertion: Lifting and carrying

heavy materials places significant

physical demands on the body.

• Repetitive Motion: Frequent handling

of bricks and cement involves repetitive

movements that can lead to muscle

fatigue and strain.

0 1 2 3 4 5 6 7

Shoulder

Upper back

Upper arm

Lower back

Forearm

Wrist

Hip

Thigh

Knee

Lower Leg

Foot

Musculoskeletal Assessment

International Journal of Business and Technology Management e-ISSN: 2682-7646 | Vol.6, No. 3, 48-57, 2024

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safely transported to the designated

areas.

• Customer Assistance: Help customers

with their purchases, including loading

large items into their vehicles.

• Temperature Exposure: Working in

varying temperatures, especially during

hot weather, can contribute to heat-

related discomfort.

Service desk

representative • Customer Service: Assist customers

with inquiries, process transactions, and

manage service requests. This involves

prolonged periods of sitting at a desk

and using a computer.

• Stock Management: Organize and

manage inventory from the service desk,

ensuring that products are properly

accounted for and accessible.

• Administrative Tasks: Handle various

administrative duties, including filing

documents, preparing reports, and

maintaining records.

• Static and Sustained Posture: Extended

periods of sitting with poor posture can

lead to discomfort and musculoskeletal

issues.

• Repetitive Motion: Continuous use of a

keyboard and mouse can strain the

upper limbs and wrists.

• Environmental Factors: Inadequate

lighting and noise can affect comfort

and productivity.

The storekeeper is primarily responsible for moving and organizing bulky items such as paint

cans, cement bags, and various hardware supplies. This role involves significant manual

handling, including lifting, carrying, and placing heavy objects to ensure proper stock

arrangement and accessibility. Additionally, the storekeeper manages inventory by arranging

products on shelves, checking stock levels, and replenishing items as necessary. The role also

includes receiving deliveries, where the storekeeper unloads and organizes new shipments,

ensuring items are stored correctly and safely. Ergonomic risks factors associated with this

position include repetitive lifting, awkward postures from bending and twisting, and forceful

exertion from handling large, heavy items, all of which can contribute to musculoskeletal strain

and injury.

The store helper assists with unloading and stacking bricks and other materials from delivery

vehicles, requiring frequent lifting and carrying of heavy items. This role also involves moving

cement bags and other supplies using forklifts or manual methods, ensuring that these items

are safely transported to designated areas. Additionally, the store helper helps customers with

their purchases, including loading large items into their vehicles. Ergonomic risks factors for

the store helper include forceful exertion from handling heavy materials, repetitive motion from

frequently moving and stacking items, and temperature exposure, particularly in hot weather,

which can lead to heat-related discomfort.

The service desk representative handles customer service tasks, such as assisting customers

with inquiries, processing transactions, and managing service requests. This role involves

prolonged periods of sitting at a desk and using a computer, which requires maintaining a static

posture. The representative also manages inventory from the service desk and performs various

administrative duties, including filing documents, preparing reports, and maintaining records.

Ergonomic risk factors for this role include static and sustained posture from extended sitting,

repetitive motion from continuous use of a keyboard and mouse, and environmental factors

such as inadequate lighting and noise, which can affect comfort and productivity.

Table 2 shows the overall evaluation of ergonomic risks across different tasks and the

discomfort found in Musculoskeletal Assessment. The visual data highlights that ergonomic

risks are significant, particularly for tasks involving heavy lifting and prolonged standing. The

most common risks are related to awkward postures and repetitive motions, with vibration and

International Journal of Business and Technology Management e-ISSN: 2682-7646 | Vol.6, No. 3, 48-57, 2024

http://myjms.mohe.gov.my/index.php/ijbtm

environmental factors being less prevalent. Addressing ergonomic risks through

comprehensive interventions and improvements can significantly enhance worker well-being.

Recommendations include ergonomic assessments, task adjustments, and proper PPE usage to

create a safer and more comfortable work environment.

Table 2: Summary of Initial Ergonomic Risk Assessment across different tasks.

No Task

Ergonomic Risk Factors

Pain or

discomfort

found in

Musculoskeleta

l Assessment

Awkward

posture

Static and

Sustained

Posture

Forceful

Exertion

Repetitive

motion Vibration

Environmental

Factor

(Lighting,

Temperature,

Vibration,

Noise)

1 Store-keeper / x / / x x

Upper back,

Lower back,

Forearm, Wrist,

Hip, Thigh,

Knee, Lower

leg, Feet

2 Store helper

/ x /

Neck, Shoulder,

Upper back,

Upper arm,

Lower back,

Forearm, Wrist,

Hip, Thigh,

Knee, Lower

leg, feet

3 Service desk

representative x / x / x x

Neck, Shoulder,

Upper back,

Thigh, knee,

lower leg, feet

3.3 Mitigation Strategies

This initial Ergonomic Risk Assessment (ERA) reveals that employees in the storekeeper

department face significant ergonomic risks, including repetitive tasks, forceful exertion, and

awkward postures. To address these issues, it is crucial to conduct advanced ERAs using tools

such as Rapid Entire Body Assessment (REBA), Occupational Repetitive Assessment

(OCRA), and Manual Handling Assessment Chart (MAC). To address the ergonomic risks

faced by storekeepers, several strategies should be implemented. First, providing

comprehensive ergonomic training is crucial. This training should focus on proper lifting

techniques, such as using the legs for lifting, keeping loads close to the body, and avoiding

twisting movements to reduce strain. Additionally, mechanical aids such as forklifts, pallet

jacks, and trolleys should be introduced to minimize manual lifting. Ensuring these tools are

well-maintained and regularly inspected will further enhance safety. Job rotation is another

important strategy, as it helps to reduce repetitive strain by varying tasks among different

employees. Adjusting workstations and storage areas to ensure that items are within easy reach

can prevent excessive bending and stretching. Regular breaks should be encouraged to alleviate

muscle strain and prevent fatigue, with designated areas for rest and recovery provided. Finally,

ergonomic equipment like adjustable height workbenches and anti-fatigue mats should be used

to improve comfort and reduce physical strain.

For employees in the store helper department, the risks identified include forceful exertion,

repetitive motions, and exposure to temperature extremes. Advanced ERAs such as Rapid

Upper Limb Assessment (RULA) and Assessment of Repetitive Tasks (ART) are

recommended to better assess these risks. For store helpers, addressing ergonomic risks

involves several key strategies. To reduce forceful exertion, mechanical aids such as hydraulic

International Journal of Business and Technology Management e-ISSN: 2682-7646 | Vol.6, No. 3, 48-57, 2024

http://myjms.mohe.gov.my/index.php/ijbtm

lifts and ergonomic hand trucks should be utilized for moving heavy items. Implementing job

rotation can help manage repetitive motions by varying tasks and providing rest periods.

Additionally, managing temperature conditions is essential; adequate ventilation and cooling

systems should be installed in work areas to prevent heat-related discomfort, and hydration

stations should be provided. Training employees on proper body mechanics and posture is also

important, emphasizing the use of both hands and maintaining a neutral spine while lifting.

Regular maintenance of lifting and handling equipment ensures its ergonomic efficiency and

safety.

Service desk representatives primarily face static and sustained postures along with repetitive

motions. Advanced ERAs such as Rapid Office Strain Assessment (ROSA) and Occupational

Repetitive Assessment (OCRA) should be employed to evaluate these risks comprehensively.

Service desk representatives face ergonomic challenges that can be mitigated through several

strategies. An ergonomic workspace design is crucial; workstations should be arranged to

promote good posture, with adjustable chairs and desks ensuring proper alignment and comfort.

The monitor should be positioned at eye level, and the keyboard and mouse should be placed

to minimize wrist strain. Implementing sit-stand desks can allow employees to alternate

between sitting and standing, reducing the strain from static postures.

To address repetitive motion, ergonomic input devices such as keyboards and mice should be

used, and keyboard shortcuts or voice recognition software should be encouraged.

Environmental enhancements, including proper task lighting and noise reduction measures, can

further improve comfort. Regular breaks and stretching exercises should be promoted to

alleviate repetitive strain injuries and eye strain. Lastly, offering ergonomic training that

includes exercises and workstation adjustments can help maintain musculoskeletal health and

promote overall well-being. Table 3 summarizes the identified ergonomic risks, associated pain

areas, and recommendations for each role.

Table 3: Summary of Ergonomic Risks and Recommendations

Task Ergonomic Risk

Factors Pain Areas Recommendations

Storekeeper Awkward Postures,

Forceful Exertion

Upper Back, Lower

Back, Thigh

REBA, OCRA

assessments

Store Helper Awkward Postures,

Forceful Exertion

Neck, Shoulder, Lower

Back

RULA, ART evaluations

Service Desk

Representative

Static Postures,

Vibration

Neck, Shoulder, Lower

Leg

ROSA, OCRA

evaluations

Ultimately, this research underscores the integral role of ergonomic interventions in preventing

MSDs and promoting a safer, healthier work environment. By addressing these ergonomic

challenges proactively, organizations can not only safeguard the health and productivity of

their workforce but also mitigate financial costs associated with workplace injuries. Continued

efforts in ergonomic research and implementation are essential for fostering sustainable

improvements in workplace safety and employee well-being.

4. Conclusion

In conclusion, this study underscores the significant impact of manual handling activities on

the prevalence of musculoskeletal disorders (MSDs) among employees at ABC Hardware in

Dungun. MSDs not only contribute to long-term discomfort and disability among workers but

also impose substantial financial burdens on both employees and employers. Through a

comprehensive ergonomic assessment, this research has identified prevalent ergonomic risk

International Journal of Business and Technology Management e-ISSN: 2682-7646 | Vol.6, No. 3, 48-57, 2024

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factors such as awkward postures, repetitive motions, forceful exertions, and static positions.

The findings reveal specific areas of discomfort among different job roles, including upper

back, thigh, and knee discomfort among storekeepers, as well as neck and lower back pain

among warehouse workers and service desk representatives. These insights highlight the

critical need for targeted ergonomic interventions tailored to mitigate these risks and improve

workplace safety and employee well-being. Recommendations stemming from this study

advocate for the implementation of advanced ergonomic assessment tools such as REBA,

OCRA, and RULA to further refine risk management strategies. Additionally, the adoption of

ergonomic practices such as job rotation, provision of ergonomic equipment, and training on

proper lifting techniques are crucial steps in reducing MSDs and enhancing overall workplace

ergonomics.

Acknowledgement

The authors would like to acknowledge Universiti Teknologi MARA Cawangan Terengganu

Kampus Bukit Besi management for providing support for this research work. The authors also

would like to acknowledge workers from the ABC Hardware in Dungun who were involved as

respondents in this study.

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