3. Knowledge Work

This chapter addresses the second challenge raised in Chapter 1: making knowledge work productive. Before delving into the details of knowledge work, however, we need to explain why executives and senior managers should care about knowledge work and the productivity of knowledge workers. There are four reasons why this is an executive-level issue:

1. Knowledge work is now an important part of your business and will be much more important in the future.

2. The current performance of knowledge-working groups in most organizations is unsatisfactory. The most common and obvious examples of these problems are software groups.

3. The solution to these knowledge-working problems requires a significant change in the management culture ...

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