A Survey of Knowledge Work Productivity Metrics

Abstract

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.