A Report on a Systems Theory Based Approach to Identify Options for Higher Knowledge Work Productivity and its Applications in Business and Public Management

The established methods used for measuring labour productivity originally designed for the manufacturing sector do not fit the specific characteristics of knowledge work. We therefore propose a more appropriate understanding of the driving forces behind knowledge work productivity, focussing on process quality instead of result quantity. In a three step potential analysis, we assess (1) the knowledge intensity and then (2) current levels of knowledge work productivity with regard to typical intellectual activities such as information processing, communication, decision making, and learning, as well as organizational adaptability. The quality of knowledge work can be increased if the handling of information, communication and knowledge during these activities occurs in a systematically organised way instead of arbitrarily. Results of the analysis are then used to (3) propose both short and medium term action plans for more productive knowledge work.