Thinking for A living

Book Summary Tom Davenport 2005 | HBS Press 

What’s a knowledge Worker 

Warren Bennis

managing people is like herding cats 

Julian Orr

Talking about machines - ethnography of a modern job 

Knowledge Worker Difference  Interventions Measures and

Experiments in Knowledge work 

Knowledge Work Process 

A thought regarding the approach • Engineered methodologies Vs • Agile [ Adaptive, people -

oriented] 

Org Tech Knowledge Work

The Matrix overlayed with Technologies 

how to integrate knowledge into the job?

• through systems, • through KM - reference, • through networks of sharing and collaboration, • embedding tech into the jobs

Develop Knowledge Worker Capabilities 

Watts Humphrey - father of CMM

There is inertia in organizing for tech

… therefore recommended PSP and TSP [personal and Team ] 

Managing the Work Flow

Self service and its pros-and cons? 

Do time and effort analysis on knowledge worker ideal work week [Lean – Goputhink]

Eliminate / manage the wastes

Lake Wobegon Effect

Everyone thinks they’re better than the average Over confidence Invisibility [ lack of awareness] 

Garrison Keillor

Some good Productivity approaches

• use lists• minimize tech complexity, • delegate - get help, • Suspend judgment w.r.t Approach • Effort focused on Org information • Tooling with a purpose 

how to make meetings work

Michael Doyle & David Straus 

They tested on more than 10,000 participants, the Interaction Method of conducting meetings .. To improve productivity by up to 15 percent. Demonstrating how time and people can be better used in meetings…

Invest in Know Workers Networks and learning 

• Robert Kelley @ Bell labs – identified the necessity of networks

[ not deep dive ]  • Tom Davenport & Sue Cantrell

[Accenture] & Rob Cross [Uvirginia]– how KW get information and solve

problems - with a particular focus on social networks 

How Bell Labs creates star performers : Robert Kelley and Janet Caplan, Harvard Business Review (July-August 1993)

How to Create Star Performers..• Customize services around existing standard products or

services. ] northwest Airlines Westlink Bundle • Mass Produce Customized services that customer can easily

adopt for individual needs ] ASIC Chips , platforms • Move production closer to the point of consumption ] 3D

Print • Provide Quick Response ] MOOC Learning Exams • Modular Design for Customization ] Google – Ara

How Bell Labs creates star performers : Robert Kelley and Janet Caplan, Harvard Business Review (July-August 1993)

High performance know workers? 

• Experiential Learning – Tinker – Explore a lot of careers– Master new domains, – Take Risks – Hands On - on the ground approach 

• Invest in personal networks – Personal connections, follow through, Proactive reciprocate, 

• Juggle information and priorities 

Physical Work Environment 

Study with Sue Cantrell Accenture KW prefer closed offices but

communicate better in open ones! KW collaborate and need to

concentrate 

Richard  Florida

Rise of the Creative Class [ CMU Prof]

Geo concentration of talent.. how does it happen? 

Pharmacia 

Explains that a lot of the experiments in workspace management havent gotten too far

The work setting Matrix

degree of segmentation of Work VS degree of individual choice [3X3]

Managing Know Workers 

Henry Ford

"What i want is a pair of hands to do.. unfortunately i have to take them with a person attached" 

TIM Malone MIT

Knowledge worker guilds Emerging like a community concept

Systemic controls of management

To foster knowledge work A Mckinsey [7S] like Framework?

4 Forces of Systematic Controls

recruitment and sourcing  environment and workspace  structure and organization  managerial hygiene

managerial hygiene … in detail• Align to company objectives • Redesign and improve work • Cognitive Dissonance

– brokering and learning from dissent• Harnessing good intent • enabling boundary spanning • Facilitation - Hot groups  • Facilitating social networks