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Marketing

Engineering

Customer Service

number of proposals preparation hours

hours of design hours of rework

orders processed total hours

QUANTITATIVE MEASURES

revenue

design experience

errors

advertising costs

actual hours

no. of days

phone calls no. of days

orders received no. of employees

field correction costs design team

Figure 7. Some Quantitative Measures of Performance. (Ware & Degoey, 1998)

QUALITATIVE MEASURES

client satisfaction project success innovativeness handling of crisis

meeting deadlines lack of surprises transferability of work collaboration with

situations job involvement/

others adaptability to change

Figure 8. Some Qualitative Measures of Performance. (Ware & Degoey, 1998)

4.3PRODUCTIVITY IN KNOWLEDGE WORK (DAVIES) There are very large differences in productivity among knowledge workers. For example, using typical measures of performance, productivity of the best performing systems analysts and programmers can range up to three or more times that of the lowest performers (who are productive enough to be retained in their positions). This high ratio is not usually found in production work and clerical work because the organization provides work routines that reduce wasted time and effort

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