Are You Using Your Knowledge Workers?
Posted in Service Management Update on May 20th, 2009 No Comments »
In 1959, Peter Drucker coined the term ‘knowledge worker.’ Almost 50 years later, organizations are still struggling with the concept and implementation of knowledge management, despite the fact nearly a third of the employed in the United States are considered knowledge workers with the number rising. The most basic definition of the term refers to any individual who is employed based on their knowledge of a subject matter. Within information technology, this covers nearly every person outside of the Service Desk, especially developers, systems administrators, information security and the like.
But are these knowledge workers being utilized for the most value to the company? Where the culture is not based on learning and creating knowledge, the answer is “no.” To change a culture, the company must start with changing the conversations present in the organization. The beginning starts at the top with strategic objectives. But that’s not enough because often other conversations within the organization cloud the effort, specifically conversation focused on cutting costs, increasing speed,and automation. Ironically, these business concerns are the very efforts that need the creativity and innovation available based a knowledge based culture. The result is a human paradox, one that requires a focused attempt at changing the entire organization’s paradigm.
The most consistent and effective agent of change is recognizing efforts in knowledge use and sharing. For instance instead of promoting and measuring cost cutting, change the direction to promoting the number and quality of innovations that directly impact the revenue or expenses of company. The change encourages the knowledge worker while effectively generating ideas for increasing revenue or decreasing expenses.
Enable the knowledge worker in generating proposals, business cases, and and other methods for communicating their ideas effectively in business terms. This may consists of templates, education, or having people who specialize in creating such documentation available. The goal in a culture based on knowledge is empowerment of thought over action. In this case, the empowerment starts with changing the conversations of the organization.
