The main objective of this study is to create
recommendations of sound use of performance measurement
in knowledge work context by identifying and defining
the main attributes of quality and productivity of
knowledge work, i.e. to point out critical factors of
knowledge work and find suitable ways of measurement in
that context. The main outcome of this study was that
performance measurement in knowledge work context does
not per se differ from using performance measurement in
a more traditional setting, but success factors in
knowledge work are more resource orientated. The
measures considering results, external key stakeholders
or processes are somewhat similar. In the knowledge work
context, the role of employees as the main asset is
emphasised. Knowledge worker equals the competencies,
i.e. knowledge and skills. pdf. 2004
