Peter Drucker about knowledge worker: “It demands that we impose the responsibility for their productivity on the individual knowledge workers themselves. Knowledge Workers have to manage themselves. They have to have autonomy.”
Existence of knowledge worker remained unrecognized in most management models, including ITSM, Agile, DevOps, as the governing ideas was the industrial era thinking of productivity.
IT Quality Index method, introduced in 2017, provides fundamentals of measuring IT quality as complex system, and it also creates inherent quality approach to complex non-routine work aka knowledge worker.
Interrelated quality metrics are:
- IT Quality Index – overall IT quality, multidimensional
- Knowledge worker quality – n:n quality perception of peer collaborators, manager and external expert
- Collaboration experience – mutual perception of collaboration quality measured either on collaborator or team level
All metrics are tactical or strategic, designed to be used in 12-24 months periods, eliminating the need of quantitative metrics, which typically bear little information or reflect just “noise” or workload fluctuations.
More information about this topic is included in IT Quality Expert course.