Title: Productivity measurement for knowledge work in research and development

Authors: Petri Helo, Josu Takala, Kongkiti Phusavat

Addresses: Department of Production, University of Vaasa, FIN-65101 Vaasa, Finland. ' Department of Production, University of Vaasa, FIN-65101 Vaasa, Finland. ' International Graduate Program in Industrial Engineering, Department of Industrial Engineering, Kasetsart University, Bangkok 10110, Thailand

Abstract: The study proposes taxonomy in measuring productivity of knowledge work (e.g., research and development or R&D, customer service, etc.). The paper first provides a background on the importance of knowledge work in a company|s operation. In this paper, measurement difficulties are recognised. Generally, knowledge work impacts on the company|s brand value and is considered to be part of the effort to build intellectual properties. Although it is critical to business success, the productivity level and impacts (referred to as value-creation) from knowledge work are often difficult to measure. Since measuring performance is critical for a successful management process, measurement taxonomy is needed. It is based on a review of past academic work and discussion sessions with the executives of several companies that rely on knowledge work to excel in their business. The paper also presents the limitations of the study and a discussion of possible future research.

Keywords: productivity measurement; knowledge work; research and development; R&D; customer service; value creation; measurement taxonomy.

DOI: 10.1504/IJPQM.2009.021870

International Journal of Productivity and Quality Management, 2009 Vol.4 No.1, pp.39 - 54

Published online: 07 Dec 2008 *

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