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Improving Knowledge Work Processes
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By Thomas H. Davenport, Sirkka L. Jarvenpaa and Michael C. Beers
Summer 1996
Reprint 3744
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Volume 37, Number 4, pages 53-65, 13 pages
Primary Topic: Technology and Innovation
Secondary Topic: Operations
SummaryAre traditional reengineering approaches appropriate for improving knowledge work processes? In a study of thirty organizations, the authors found that improvement methods for knowledge work ranged from the classical top-down approach to a more laissez-faire philosophy that allowed professionals to design and execute their own work. Companies should probably choose an intermediate approach that reflects the type of knowledge work, the organizational culture, and the project's business requirements. They must recognize that the nature of knowledge work is different from administrative and operational work and that the people who perform it resist structured approaches. |
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