This study examined a practitioner’s approach to the steps needed for knowledge-intensive organisations to integrate their work processes with Drucker’s six major factors determining knowledge-worker productivity (KWP). It is likely that industrialised countries will rely more and more on their KWP rather than on advances in production equipment. Improving KWP is therefore a key survival requirement for knowledge-intensive organisations in today’s knowledge-based economy. This study followed a mixed method multiple case study approach using both quantitative survey and qualitative structured interviews in data collection.
A practitioner’s model was developed to answer the question "How should knowledge-intensive organisations integrate their business work processes with Drucker’s six major factors determining KWP?"
The SCU Library, with operations spread over three campuses, (Tweed/Gold Coast, Lismore and Coffs Harbour), were studied between March and May, 2011. Survey questions were structured on a KWP Survey Matrix which was adapted from the Baldrige’s criteria for performance excellence (2006). Descriptive statistics from the survey generated reports used in the follow-up structured interview for participants to describe, investigate, focus and report on their level of readiness and alignment issues relevant to integrating their work processes with Drucker’s six major factors determining KWP.
Empirical data obtained from the KWP Survey Matrix positively supported Research Proposition 1—that ‘Knowledge-intensive organisations need to investigate their level of readiness and alignment issues when integrating their work processes with Drucker’s six major factors determining KWP.’ Empirical data obtained from the Organisation Development Solution Model positively supported Research Proposition 2—that ‘Knowledge-intensive organisations need to use a common language when investigating their level of readiness and alignment issues with regard to integrating their work processes with Drucker’s six major factors determining KWP.’ A conceptual investigation dealing with KWP Integration Mechanism—a four-step planning process, positively supported Research Proposition 3—that ‘Knowledge-intensive organisations need to review their level of readiness and alignment issues on a regular basis when integrating their work processes with Drucker’s six major factors determining KWP.’
This study was an attempt to investigate how a practitioner’s approach to integrate business work processes with Drucker’s six major factors determining KWP should be done. This study also showed that the methodology employed provided positive results. It is suggested that more studies using this technique should provide the quantitative data to strengthen the methodology.