Susan Cantrell
Thomas H. Davenport
Rob Cross
May 5, 2005
Few organizations know how to maximize knowledge worker performance to achieve optimum business results. Most executives focus exclusively on attracting and retaining talented individuals; few bother to ask how they can best support and enhance the performance of the knowledge workers they already employ with effective managing. To determine how organizations can best enhance the performance of their knowledge workers, the authors studied how high-achievers solve problems and find, use and share information. Their research suggests that the strongest performers share three distinguishing knowledge worker characteristics: A capacity to learn from experience effectively and efficiently; large and diverse personal networks (and a dedication to developing them); and access to fluid and customized information environments. Based on these insights, the authors offer practical suggestions on how organizations can improve the performance of all knowledge workers through changes in leadership, managing techniques, organizational design and technology.
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