Productivity metrics in the context of knowledge work: literature vs practice

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Omar A. Tapasco-Alzate ◽  
Jaime Giraldo-García ◽  
Diógenes Ramírez-Ramírez
Keyword(s):  
Human Resources ◽  
Knowledge Work ◽  
Correlation Matrices ◽  
Content Type ◽  
Face To Face ◽  
Services Sector ◽  
Word Clouds ◽  
Association Coefficients ◽  
Dichotomous Variables ◽  
Knowledge Intensive

PurposeThe purpose of this paper is to perform a comparative analysis between the productivity metrics recommended in the literature and those that companies in the knowledge-intensive services sector use in practice.Design/methodology/approachTo collect information, a systematic review of the literature was used, to apply virtual surveys and interviews among managers of different companies representing the sector. For data analysis, categorical optimal scales, homogeneity tests, tetrachoric correlation matrices, word clouds and association coefficients for dichotomous variables were used.FindingsThere are association patterns between the metrics used and the nature of the work performed. Despite the heterogeneity observed in the productivity metrics, categorization guidelines related to the traditional, human resources and customer-oriented approaches emerge.Practical implicationsPossible neglects using metrics aimed at valuing the intellectual capital immersed in human resources are evident, particularly in the follow-up to autonomy, knowledge management, human capital, teamwork, training and capacity building metrics, among others. Conversely, face-to-face monitoring metrics, such as absenteeism, are overvaluation.Originality/valueThe approaches and metrics discussed and the results obtained, provide information so that knowledge-intensive companies have a reference framework to identify and select useful metrics to assess the work carried out by their workforce.

scholarly journals Human resources – strength and weakness in protection of intellectual capital

2015 ◽  
Vol 16 (4) ◽  
pp. 742-762 ◽  
Author(s):  
Heidi Olander ◽  
Pia Hurmelinna-Laukkanen ◽  
Pia Heilmann
Keyword(s):  
Human Resources ◽  
Intellectual Capital ◽  
Human Resources Management ◽  
Content Type ◽  
Protection Mechanism ◽  
Critical Knowledge ◽  
Knowledge Protection ◽  
Knowledge Intensive ◽  
Large Research

Purpose – Human resources in knowledge intensive industries create the basis for continuing innovation and subsequent firm performance. At the same time, they pose risks for the competitiveness of the firm: unwanted leaking of knowledge and intellectual capital to outsiders exposes firm-critical knowledge, and knowledge leaving with a departing key employee may jeopardise the firm’s projects. The purpose of this paper is to examine how human resource management can serve as a protection mechanism to diminish knowledge leaking and leaving via employees. Design/methodology/approach – The authors approach these issues through a case study utilising interview data from 22 interviews within two large research and development intensive firms. Findings – Human resources could be seen both as a strength and weakness of a firm with respect to knowledge protection. The findings indicate that there are numerous practices related to commitment, trust, motivation, and sense of responsibility available to deploy to strengthen loyalty and to improve preservation of intellectual capital. Originality/value – While human resources management aspects have been widely discussed with regard job profitability and efficiency in generating intellectual capital, their connection to knowledge protection has often been overlooked. This study aims to contribute to this area.

The interplay effects of skill-enhancing human resources practices, customer orientation and tourism SMEs performance

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shpresim Domi ◽  
Fabjola Domi
Keyword(s):  
Human Resources ◽  
Structural Equation ◽  
Customer Orientation ◽  
Equation Modeling ◽  
Content Type ◽  
Face To Face ◽  
Hr Practices ◽  
And Performance ◽  
Performance Results

Purpose The purpose of this paper is to examine the interplay of skill-enhancing human resources practices, customer orientation (CO) and tourism small- and medium-sized enterprises (SMEs) performance indicators. Design/methodology/approach Data for 194 valid cases are gathered through face-to-face techniques in Albanian tourism SMEs. Structural equation modeling is implemented to analyze data and test the hypothesis proposed. Findings Overall, both skill-enhancing human resources (HR) practices (i.e. recruitment/selection and training) are not associated with SMEs performance. Results suggest that using HR selection/recruitment practices are not associated to SME’s CO. Contrary, implementing skill-enhancing HR training practices is significant for SMEs strategy to focus and address customers’ wants and needs. Finally, it was found that the CO mediates the relationship between skill-enhancing HR training practices and performance, but this was not true on the skill-enhancing HR recruitment/selection practices-performance relationship. Originality/value This study makes contributions by further informing the debate about the direct and indirect link between skill-enhancing HR practices and performance. Additionally, it examines the precise role of the skill-enhancing HR practice on SMEs’ culture and or strategy to create value for customers.

Global human resources: a key to mission accomplishment

2019 ◽  
Vol 7 (1) ◽  
pp. 5-26 ◽  
Author(s):  
Hooi Lai Wan
Keyword(s):  
Human Resources ◽  
Organizational Support ◽  
Cultural Awareness ◽  
Cultural Adjustment ◽  
International Assignments ◽  
Content Type ◽  
Organizational Policies ◽  
Face To Face ◽  
Hr Managers ◽  
Overseas Subsidiaries

PurposeThe purpose of this paper is to explore the factors needed for the development of global human resources for leadership assignments in foreign subsidiaries. The paper aims to find an answer to enhance expatriate mission accomplishment rate at subsidiaries abroad.Design/methodology/approachThis study examines the development of global human resources. In-depth face-to-face interviews were employed to collect data from eight senior HR managers in three financial institutions in Taiwan, while data from 28 expatriates in the overseas subsidiaries were obtained from asynchronous e-mail interviews. Conventional content analysis was used to code categories directly from the data.FindingsThe results of the study revealed that organizational policies do not focus on developing global human resources. To portray a global image, the focus is on staffing overseas subsidiaries with foreigners and Taiwanese that can speak English. Development to prepare staff for expatriation is limited to pre-departure training that focused mainly on language and cultural awareness training. However, organizational support during expatriation and repatriation is important. Expatriates view security briefing crucial and familiarization visit helps them to decide whether or not to accept expatriation. Organizational policies favor those that were not expatriated in terms of career progression deter managers from accepting international assignments.Originality/valueIt highlights some best practices in developing global human resources taking into consideration the herd mentality and social perspective. Social support, social learning and social capital are instrumental in developing global human resources as these hasten cultural adjustment.

scholarly journals Female knowledge workers and the illusion of working-time autonomy

2017 ◽  
Vol 37 (9/10) ◽  
pp. 591-604 ◽  
Author(s):  
Mia Tammelin ◽  
Tuija Koivunen ◽  
Tiina Saari
Keyword(s):  
Knowledge Workers ◽  
Knowledge Work ◽  
Working Time ◽  
Full Time ◽  
Work Practices ◽  
Structured Interviews ◽  
Content Type ◽  
Work Hour ◽  
Knowledge Intensive ◽  
Work Family

Purpose The purpose of this paper is to ask: what are the temporal realities of female knowledge workers? It especially focusses on women’s possibilities of using working-time autonomy, and the work and non-work practices that shape their possibility to use work-hour autonomy. In knowledge work, working-time autonomy is usually high, but exercising autonomy is not always possible. The study was carried out in Finland, where full-time work is common also among women, even if they have small children. Design/methodology/approach The data include 19 semi-structured interviews of women who have knowledge-intensive work. The method of analysis is problem-driven content analysis. Findings Female knowledge workers intertwine several temporal realities. The utilisation of working-time autonomy is restricted by unpredictability, continuous interruptions, hurriedness and ineffective work practices. The temporal realities of family life, such as taking children to the daycare or school, other everyday routines and a spouse’s working-time autonomy have an effect on women’s possibilities to use working-time autonomy. The line between work and non-work blurs. Originality/value This study sheds light on working-time autonomy among female knowledge workers. It adds an understanding to the temporal realities of work and outside work that influence the use of work-hour autonomy. This information is needed to understand time demands arising from work, which play a role in work-family research in particular.

Characteristics of knowledge, people engaged in knowledge transfer and knowledge stickiness: evidence from Chinese R&D team

2017 ◽  
Vol 21 (6) ◽  
pp. 1559-1579 ◽  
Author(s):  
Huang Huan ◽  
Ma Yongyuan ◽  
Zhang Sheng ◽  
Dou Qinchao
Keyword(s):  
Knowledge Transfer ◽  
Transfer Process ◽  
Research Model ◽  
Content Type ◽  
Face To Face ◽  
Knowledge Based ◽  
The People ◽  
Efficiency And Effectiveness ◽  
Knowledge Intensive ◽  
Practical Implications

Purpose The aim of this study is to provide some important insights for knowledge stickiness from the perspective of the characteristic of knowledge and the people engaged in the knowledge transfer. It proposes an empirical model about factors that influence knowledge stickiness. Design/methodology/approach Based on knowledge-based view (KBV), this paper systematically elaborated the research model, and then conducted a survey to test the hypotheses. Data were collected by face-to-face interviews in R&D team of knowledge-intensive firms in China. The empirical results generally support the proposed hypotheses. Findings The paper provides empirical insights about how the knowledge transfer willingness, transfer ability, knowledge residence, knowledge articulability and absorption ability affect the knowledge stickiness in the process of knowledge transfer in R&D team. Research limitations/implications This paper provides guidelines about how firms should optimally respond to knowledge stickiness in knowledge transfer process practically. Practical implications The proposed framework helps to understand what factors impact knowledge stickiness in R&D teams. Furthermore, the research also provides guidelines about how firms should optimally respond to knowledge stickiness in knowledge transfer process practically from both aspects of characteristics of knowledge itself and people involved in knowledge transfer. Originality/value This study, grounded on KBV, constructs a countermeasure model of weakening knowledge stickiness, which contributes to an understanding of factors leading to the success or failure of knowledge transfer. It eventually theoretically extends the KBV of the firm and commits to improve the efficiency and effectiveness of knowledge transfer practically.

scholarly journals Work productivity management in knowledge-intensive service companies: considerations and challenges

2020 ◽  
Vol 36 (66) ◽  
pp. 64-77
Author(s):  
Omar Alberto Tapasco-Alzate ◽  
Jaime Alberto Giraldo-García ◽  
David Osorio-García
Keyword(s):  
Time Management ◽  
Work Productivity ◽  
Knowledge Work ◽  
Managerial Practices ◽  
Services Sector ◽  
Service Companies ◽  
Worker Satisfaction ◽  
Productivity Management ◽  
Knowledge Intensive ◽  
Work Done

The purpose of this research is to inquire about the different considerations and perspectives that arise regarding the concept of productivity in the knowledge work context, as well as the main challenges that emerge in knowledge workers’ productivity management. A group of managers and workers from organizations in the knowledge-intensive services sector was interviewed. We resorted to content analysis to process the information, taking borrowing elements extracted from the systematic literature review for coding purposes. The perspectives among the interviewees regarding the concept of productivity diverge, and these differences are connected to the type of company and the role of the interviewee: manager or worker. The challenges reported include time management, complexity, heterogeneity, intangibility and task multiplicity, as well as the challenge for managers to set guidelines to measure and monitor productivity without affecting worker welfare. It becomes necessary to approach the concept of productivity from a holistic perspective, and to implement alternative managerial practices that take into account the nature of the work done, worker satisfaction and the diverse perspectives of stakeholders.

scholarly journals Innovation in clusters: exploration capacity, networking intensity and external resources

2015 ◽  
Vol 28 (1) ◽  
pp. 26-42 ◽  
Author(s):  
Manuel Expósito-Langa ◽  
José-Vicente Tomás-Miquel ◽  
F. Xavier Molina-Morales
Keyword(s):  
Network Analysis ◽  
Innovation Process ◽  
Knowledge Network ◽  
Business Services ◽  
Partial Explanation ◽  
Content Type ◽  
External Resources ◽  
Face To Face ◽  
Analysis Technique ◽  
Knowledge Intensive

Purpose – The purpose of this paper is to present an integrated model of the determinants of innovation in clusters. In the understanding, internal, external and relational dimensions must be considered to make up a complete picture of the innovation processes. The authors propose that the exploration capacity of the firm, as well as its networking intensity and the external resources provided by supporting organizations are relevant in this context. Design/methodology/approach – The empirical study has drawn on the population of the firms belonging to the Valencian textile industrial cluster in Spain and was carried out in two different phases. In the first step the authors applied the social network analysis technique to study the relational structure of the participating companies, followed by a second analysis aimed at performing a more detailed analysis of the companies that answered the roster by means of face-to-face interviews. Findings – Results suggest that firms in clusters must develop individual capacities parallel to the systemic resources in order to improve their innovation performance. These systemic resources are provided by the position in the knowledge network and the relations with Knowledge Intensive Business Services (KIBS), as agents that connect the cluster with external networks. Originality/value – In spite of diverse contributions, previous research only provides a partial explanation of the issue and others underestimate one of the elements (internal or external to the firm) where the sources of innovation are generated. The originality of this study lies in the fact that it presents a complete perspective of the innovation process in clustered firms and clarifies key questions in cluster studies through network analysis techniques.

Perceptions of fairness in financial services: an analysis of distribution channels

2016 ◽  
Vol 34 (2) ◽  
pp. 171-190 ◽  
Author(s):  
Harjit Singh Sekhon ◽  
Sanjit Kumar Roy ◽  
James Devlin
Keyword(s):  
Financial Services ◽  
Measurement Model ◽  
Content Type ◽  
Face To Face ◽  
Services Sector ◽  
Product Categories ◽  
Telephone Interviews ◽  
Financial Services Sector ◽  
Perceptions Of Fairness ◽  
The Uk

Purpose – The purpose of this paper is to examine fairness within financial services. In making the contribution the authors examine fairness by four different channels to market and across a range of financial services products. The product categories in the study are those with the highest density levels in the UK. Design/methodology/approach – Underpinned by the development of new measures, this paper is based on telephone interviews and on-line surveys with UK customers of financial services. More than 1,000 customers participated in the survey during the middle of 2013. After reporting the measurement model, the authors use ANOVA to report the differences in the perception of the dimensions of fairness by channel to market. Findings – The authors found there to be significant differences in perceptions using different channels to market. The research shows that where a face-to-face interaction takes place, such as branch contact, they are perceived to be fairer than when interactions are more remote. Given the dimensions of fairness, this reveals the importance of communications during explanations so that interactions are deemed to be fair. Research limitations/implications – The focus of this research was the examination of fairness within the setting of the UK’s financial services sector. The authors are minded that if the research is replicated in other countries or contexts then different aspects of fairness might emerge. Practical implications – Given the challenges faced by the financial services sector, there are implications for practitioners because they must be seen to be treating customers fairly. The research shows that remote contact such as the internet is not perceived as being as fair as face-to-face contact. The fair treatment of customers is likely to lead to positive brand benefits. Originality/value – This study complements the understanding of fairness and provides insight for scholars and practitioners, within financial services.

Big data investments in knowledge and non-knowledge intensive firms: what the market tells us

2017 ◽  
Vol 21 (3) ◽  
pp. 623-639 ◽  
Author(s):  
Tingting Zhang ◽  
William Yu Chung Wang ◽  
David J. Pauleen
Keyword(s):  
Big Data ◽  
Knowledge Management ◽  
Stock Market ◽  
Value Chain ◽  
Stock Prices ◽  
Economic Value ◽  
Information Value ◽  
Publicly Traded ◽  
Content Type ◽  
Knowledge Intensive

Purpose This paper aims to investigate the value of big data investments by examining the market reaction to company announcements of big data investments and tests the effect for firms that are either knowledge intensive or not. Design/methodology/approach This study is based on an event study using data from two stock markets in China. Findings The stock market sees an overall index increase in stock prices when announcements of big data investments are revealed by grouping all the listed firms included in the sample. Increased stock prices are also the case for non-knowledge intensive firms. However, the stock market does not seem to react to big data investment announcements by testing the knowledge intensive firms along. Research limitations/implications This study contributes to the literature on assessing the economic value of big data investments from the perspective of big data information value chain by taking an unexpected change in stock price as the measure of the financial performance of the investment and by comparing market reactions between knowledge intensive firms and non-knowledge intensive firms. Findings of this study can be used to refine practitioners’ understanding of the economic value of big data investments to different firms and provide guidance to their future investments in knowledge management to maximize the benefits along the big data information value chain. However, findings of study should be interpreted carefully when applying them to companies that are not publicly traded on the stock market or listed on other financial markets. Originality/value Based on the concept of big data information value chain, this study advances research on the economic value of big data investments. Taking the perspective of stock market investors, this study investigates how the stock market reacts to big data investments by comparing the reactions to knowledge-intensive firms and non-knowledge-intensive firms. The results may be particularly interesting to those publicly traded companies that have not previously invested in knowledge management systems. The findings imply that stock investors tend to believe that big data investment could possibly increase the future returns for non-knowledge-intensive firms.

Dave Snowden on KM and big data/analytics: interview with David J. Pauleen

2017 ◽  
Vol 21 (1) ◽  
pp. 12-17 ◽  
Author(s):  
David J. Pauleen
Keyword(s):  
Big Data ◽  
Data Analytics ◽  
Big Data Analytics ◽  
Theory And Practice ◽  
Content Type ◽  
Face To Face ◽  
The Relationship ◽  
A Company ◽  
Practical Implications ◽  
Scientific Officer

Purpose Dave Snowden has been an important voice in knowledge management over the years. As the founder and chief scientific officer of Cognitive Edge, a company focused on the development of the theory and practice of social complexity, he offers informative views on the relationship between big data/analytics and KM. Design/methodology/approach A face-to-face interview was held with Dave Snowden in May 2015 in Auckland, New Zealand. Findings According to Snowden, analytics in the form of algorithms are imperfect and can only to a small extent capture the reasoning and analytical capabilities of people. For this reason, while big data/analytics can be useful, they are limited and must be used in conjunction with human knowledge and reasoning. Practical implications Snowden offers his views on big data/analytics and how they can be used effectively in real world situations in combination with human reasoning and input, for example in fields from resource management to individual health care. Originality/value Snowden is an innovative thinker. He combines knowledge and experience from many fields and offers original views and understanding of big data/analytics, knowledge and management.

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