Development of an Evidence-Based Workload Model for Audiovisual Academic Officers and Service Quality Assessment to Support the Digital Workload Management System (DWMS): A Case Study of the Faculty of Engineering, Mahasarakham University

Abstract

Audiovisual service provision plays a vital role in enhancing the quality of teaching and learning in higher education, particularly in technology-intensive faculties such as engineering. However, the workload of audiovisual academics is diverse and complex, while existing management practices often lack a systematic approach that accurately reflects actual work characteristics. This study aimed to (1) analyze the actual workload of audiovisual academics using service behavior data and historical records obtained from a Digital Workload Management System (DWMS), and (2) examine users’ expectations and satisfaction with audiovisual services provided by the Faculty of Engineering, Mahasarakham University. The sample consisted of 65 engineering faculty members selected through purposive sampling. The research instruments included (1) the DWMS, which was entirely developed by the researcher, and (2) a questionnaire comprising 36 items measuring expectations and satisfaction, along with 7 open-ended questions. The findings led to the development of an evidence-based workload allocation model consisting of key components, including the classification of workload into 11 categories, workload units, standard time, and complexity weighting factors.
 
The evaluation results indicated that the DWMS effectively supports audiovisual workload management and service delivery in an efficient, transparent, and verifiable manner.