In: Categories » Business » Ethics and presentation » The Role of Knowledge Workers
|
The function of personal knowledge, understanding, and judgments in achieving effective organizational performance is becoming clearer. Early on, managerial emphasis on work procedures and methods was placed on observable work. Later, it included the role of information and information flows, which are also observable. Now, focus is shifting to include knowledge. It has always been understood that know-how and expertise influence quality of work. However, the knowledge focus has tended to be centered on the individual’s educational and training background and not on considerations of systematic perspectives for broader work processes or knowledge mechanisms within organizations. There has been little focus on invisible work, particularly on how workers think and utilize knowledge when performing tasks. In the Tayloristic world of a century ago, the role of the worker was to execute work according to instructions and job descriptions. Work processes were considered to be definable and repeatable. For most, that has changed —and continues to change. Workers on all levels—managers, professionals, crafts workers, and “unskilled” workers—are all required to think independently to act effectively. They must respond to daily work challenges in ways that serve the enterprise, its customers, and themselves in the best way possible. Truly repetitive and routine work is increasingly automated, with the more demanding also including embedded artificial intelligence (AI) capabilities. An example illustrates the new situation: Workers whom many consider to be semi-skilled, such as the room service personnel at Ritz-Carlton and Inter-Continental hotels, are increasingly expected to implement the corporate strategies of exceptionally friendly and effective service. They are asked to be on the outlook for problems and anomalies, to identify and to service special guest requests, and to recognize opportunities for improved and more effective ways of working and serving guests. Many of their challenges fall far outside conventional job descriptions for such positions, but the personnel is expected to identify the challenges and handle them quickly, competently, and innovatively. As a result of the success of this and similar actions in other areas, both hotel chains receive very high degrees of customer loyalty. The strategy has been implemented effectively. Making the hotel model work requires good task knowledge. But people who do the detailed work must also have in-depth understanding of the enterprise’s goals and intents and the broader knowledge and motivation to “think outside the box.” They must use critical thinking and have personal motivation to exert the additional energy and take the next step. Perhaps more than anything else, they require the freedom to act and must understand that the guestsupportive actions are appreciated and rewarded by both management and the guests themselves. They must also understand that the better they perform their work, the better is the success of their organization and their own job security.
|
legal disclaimer
1) Our website is not responsible for the information contained by this article as well for any and all copyright infringements by authors and writers. E-articles is a free information resource. If you suspect this article for any copyright infringements, please read the Terms of service and contact us to investigate the problem.
2) The E-articles directory team is not responsible for inaccuracies, falsehoods, or any other types of misinformation this tutorial may contain and will not be liable for any loss or damage suffered by a user through the user's reliance on the information gained here. Please read the Terms of service
Useful tools and features
If you like this article (tutorial), please link to it from your web page using the information above. Linking to this page, this is the only way to help us improve our service, the same time providing your visitors with a way to improve their online experience.
related articles
Mission statements are also vital to successful organizations. One of the most important thrusts of my work with organizations is to assist them in developing effective mission statements. And to be effective, that statement has to come from within the bowels of the organization. Everyone should participate in a meaningful way -- not just the top strategy planners, but everyone. Once again, the involvement process is as important as the written product and is the key to its use. I am always intrigued whenever I g...
2. How to Do a Professional Business Presentation ~ Tips and Tricks
When you are going before customers, executives, or team members, how you present can be almost as important as what you say. Some executives speaking to groups come across as unfocused when they are supposed to be inspiring. They may be capable leaders in other respects, but their stature is diminished when they present their ideas. There are many executives who do inspire people with their presentations. They do it in their own style, but they come across as sincere, thoughtful, and prepared. Here are several tips for ...
3. The Code of Meeting Ethics
Almost everyone agrees that too much time is wasted in meetings. It doesn’t have to be that way; that time can easily be cut in half. As a sales professional, if you are running the meeting, take advantage of the code of meeting ethics. If you are a meeting participant, suggest to the meeting facilitator that you persuade the group to agree to follow this code. Put it on display. People who have adopted just the time-allotted agenda and the timekeeper ideas are enthusiastic about the results in time sav...
4. Ethics of Educating Your Customers
If customers don’t understand a product, they won’t buy it. Customers become educated through experience. Make it your goal to educate your customers so they can better understand the products or services you offer. Of course, when they are more educated they become more sophisticated and are more likely to know better what they want or don’t want, what it will take to get it, and how much it should cost. They are also more likely to negotiate when they are educated, but this can become a selling advantage if yo...
Dishonest brokers often ask their victims a steady stream of questions designed to derail honest investors from asking the right questions. In contrast, honest brokers encourage you to ask questions, provide you with additional educa tional materials, and make certain that you understand the risks involved in your investment decision. And if you decide not to spend your money, they’re untroubled by your investment decision. The National Futures Association has collected 16 questions that are turn-offs for dishone...
6. The Six Behaviors of the Effective Enterprise
No matter how intelligent a leader’s strategy for change, it will fail without the dedicated support of the rank and file. Winning that support often requires more effort than devising the strategy itself. Effective and intelligent behavior is important in all knowledge work. People tend to think of such behavior as particularly important in “valuable” problem-solving or decision-making situations and other high-level tasks such as determining corporate strategy. However, contrary to that no...
7. The five categories of Customers
Too often, businesses look at their customers as they would rows in a spreadsheet. Businesses spend time figuring out how to get more money out of them, analyzing how often they come back and how much they spend on each trip, and figuring out how much a customer will spend on a particular item. But customers can and should be much more than just an income stream. Customers’ experiences can range from completely unhappy to glowingly positive. Both types of customer can greatly influence your company’s reputation. Generally...