The development and implementation of knowledge worker performance measurement systems in a service industry environment

Seventy-five percent of the United States' work force is currently employed in the service industries. Most estimates predict that this number will increase to 88% by the year 2000 and that half of it will represent knowledge workers. Of these, 80% will be managers. Although knowledge work is becoming increasingly important, performance measurement of such work has proved difficult.;This research investigates the design and implementation of knowledge worker performance measurement systems in a service industry environment. A model was constructed and tested at six sites utilizing a lagged time series research design over a nine-month period. The model improves environmental analysis and the selection of appropriate techniques for the construction of performance measurement systems through a Decision Support System.;The results suggest that the model will increase the probability of a successful implementation for work groups providing services to external customers. In ten of twelve criteria tested, utilization of the model for work groups providing services for internal customers produced a success rate exceeding that of measurement experts alone. For all measured criteria, the model proved effective over control groups in both categories.