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Title: Evaluating a performance support environment for knowledge workers
Authors: Thomas, Beverly E.
Baron, John P.
Schmidt, Wayne J.
Keywords: United States. Army--Information services
Government productivity--United States
Organizational effectiveness
Government productivity
Armed Forces--Information services
Publisher: Construction Engineering Research Laboratories (U.S.)
Series/Report no.: Technical Report (Construction Engineering Research Laboratories (U.S.)) ; no. TR 95/32
Abstract: Many Army personnel can be classified as knowledge workers-people who produce not tangible products, but some form of processed or enhanced information, often using processes that allow a high degree of individual discretion in task performance. Knowledge work is the area that offers the greatest opportunity to increase productivity within the U.S. workforce. Ongoing research at the U.S. Army Construction Engineering Research Laboratories is developing the Knowledge Worker System, an integrated performance support environment designed to improve the performance of Army knowledge workers. KWS promises to offer significant benefits. However, before installing any new system, a prospective user must evaluate whether the benefits of installation outweigh the costs, in terms of both time and resources. This study undertook to identify appropriate methods to evaluate the feasibility of implementing or continuing to use a PSE for knowledge workers, and concluded that a "toolkit" of five evaluation techniques, each applicable to a specific workgroup setting, may best assess the feasibility and usefulness of a PSE: 1.) Work Profile Analysis 2.) Direct to Indirect Ratio 3.) Time Saved Times Salary 4.) Activity Based Costing 5.) Quality Assessment.
Description: Technical Report
Gov't Doc #: TR 95/32
Rights: Approved for Public Release; Distribution is Unlimited
Size: 72 pages / 8.663 Mb
Types of Materials: PDF/A
Appears in Collections:Technical Report

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