Knowledge Services Management: Organizing Around Internal Markets / Edition 1

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Overview

This book examines the transformation of the traditional workplace and responds to the demand for fresh approaches to the challenges faced by managers in designing knowledge services. Rapid technological development and changing economic conditions have asserted significant influence on the work landscape for both workers and management; most notably, that the means of production are controlled by workers themselves. The response is a growing awareness that the work landscape for knowledge services can no longer be effectively managed by relying on the traditional hierarchical paradigm.

Given these current challenges, the design framework presented in this book is based on internal market principles along with customer integration into the boundaries of the organization. This framework initiates new and effective ways of designing knowledge services for sustained competitive advantage. The indispensable role of customer/client in the operations of these organizations is examined, as is the creation of the "Proventure Workplace", a work environment which accentuates jobs requiring rich cognitive skills for continuing innovation and creativity. By adopting an internal market perspective the firm can integrate the science and art of management with the design realities of contemporary knowledge services

Knowledge Services Management provides valuable tools for readers involved in all aspects of knowledge services from researches to managers and students alike.

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Editorial Reviews

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“The aim of this book is to analyse the fundamentals of designing knowledge service organisations both at an individual staff and organisation-wide level. … this is an easy-to-read book that provides a rich set of both theoretical background and industry evidence of the strategies for designing, managing, and controlling the labour as well as the workspace of knowledge services firms. … The book constitutes a useful reading for researchers-academics, high level students, and professionals involved and interested in the management of knowledge services.” (Marianna Sigala, Journal of Product and Brand Management, Vol. 20 (1), 2011)

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Product Details

Table of Contents

Defining Competitive Advantage in Knowledge Services.- Understanding the Logic of Knowledge Service Sustainability: Customer Alliances.- Building Advantage: Managing Customer Alliances by Professional Distance.- Building Knowledge Advantage: Internal Market Imperatives.- Building Advantage: Management by Mistrust in Controlling Empowered Proventure Workers.- Building Advantage: Designing the Right Structure for Knowledge Services.- The Internal Promotion of Ideas.- Conclusion.- References.- Index.-

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