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

Omar A. Tapasco-Alzate, Jaime Giraldo-García and Diógenes Ramírez-Ramírez

International Journal of Productivity and Performance Management, 2021, vol. 71, issue 7, 3030-3055

Abstract: Purpose - The 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/approach - To 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. Findings - There 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 implications - Possible 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/value - The 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.

Keywords: Metrics; Productivity measurement; Work productivity; Knowledge worker; Optimal scaling (search for similar items in EconPapers)
Date: 2021
References: Add references at CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (text/html)
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (application/pdf)
Access to full text is restricted to subscribers

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eme:ijppmp:ijppm-05-2020-0219

DOI: 10.1108/IJPPM-05-2020-0219

Access Statistics for this article

International Journal of Productivity and Performance Management is currently edited by Dr Luisa Huatuco and Dr Nicky Shaw

More articles in International Journal of Productivity and Performance Management from Emerald Group Publishing Limited
Bibliographic data for series maintained by Emerald Support ().