Abstract

Abstract The integration of information technologies into business processes has revolutionized how work is conducted, particularly in knowledge-intensive industries. Traditional productivity measures, which focus on tangible inputs and outputs, are no longer sufficient for capturing the complexities of knowledge work, which involves intangible inputs, processes, and outputs. This study synthesizes two approaches to measuring knowledge work productivity: subjective measures, which rely on employee perceptions and experiences, and objective measures, which use data from IT systems. Benefits of Subjective Measures • Detects underlying problems affecting productivity. • Provides insights into employee perceptions and experiences. • Suitable for knowledge-intensive organizations. Challenges of Subjective Measures • Prone to bias and inconsistency. • Requires participation from all employees. • More labor-intensive compared to objective measures Benefits of Objective Measures • Provides high-quality, measurable data on employee productivity. • Allows for detailed analysis of productivity determinants. • Suitable for knowledge work, particularly in IT-intensive environments. Challenges of Objective Measures • Employees worked longer hours for similar or slightly lower output. • Productivity declined due to reduced focus time and networking opportunities. • Potential negative impact on corporate culture and professional networks. The findings suggest that while objective measures provide concrete data, subjective measures offer insights into employee experiences and perceptions, making them both essential for a holistic assessment of productivity in knowledge-intensive organizations. The study concludes that both approaches are effective and that their concurrent use adds significant value by capturing a broader range of productivity variables. IT plays a crucial role in enabling both types of measurements, and the study highlights the importance of integrating subjective and objective measures for a comprehensive understanding of knowledge work productivity. Advances in IT has made objective measures more feasible, but subjective measures remain relevant for understanding employee experiences. The study recommends integrating both approaches for a more comprehensive assessment of knowledge work productivity.

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