The IE's future role in improving knowledge
Industrial Engineering
A Research Perspective for Information Systems and Example of Emerging Area of Research
Information Systems Frontiers
Working Knowledge: How Organizations Manage What They Know
Working Knowledge: How Organizations Manage What They Know
Journal of Management Information Systems - Special section: The impacts of business process change on organizational performance
Software engineering as a scientific and engineering discipline
Cybernetics and Systems Analysis
Management by Measurement: Designing Key Indicators and Performance Measurement Systems
Management by Measurement: Designing Key Indicators and Performance Measurement Systems
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This paper presents a unique comparison of work on productivity metrics in the literature and that in use in practice, with the aim of identifying gaps, and opportunities for researchers and practitioners to meet the challenge of improving knowledge worker productivity. Methods used include surveys, group interviews, and in-depth interviews. The authors conclude that several metrics including effectiveness, efficiency, profitability, innovation, and customer satisfaction may need to be given more attention when considering productivity evaluation. It is also important to identify knowledge work intensity, and select metrics that are most appropriate for each worker's knowledge intensity level. Results provide insights for enterprises to identify useful metrics for evaluating the knowledge workforce. Specifically, for high intensity work, effectiveness is a valuable metric, but for lower intensities, efficiency may be more practical.