Post on 20-Jan-2015
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New Ways of Working and the Impact on Knowledge Worker Performance:The Microsoft Case
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Research Team:Eric van Heck, 4 colleagues and 3 MSc students (2007-2009)
Cambridge, July 1, 2009
1. Interviews with key stakeholders within Microsoft
Netherlands (2007 – 2009)
2. Survey data of Microsoft knowledge workers in July
2007 (N=268)
3. Survey data of Microsoft knowledge workers in
Research data
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3. Survey data of Microsoft knowledge workers in
October 2008 (N=293)
4. Analysis of white papers, reports and steering group
meetings of Microsoft’s 2bPR initiative
5. Three MScBA Thesis Studies
1. Introduction of the New WoW project
2. Feedback:
- how to link this research project to CISR’s
research and create a collaborative research
Goals presentation
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research and create a collaborative research
project?
- is there an interesting story line already that
is suitable to publish in SMR or MISQE?
First, I would like to present the research
project – you can ask questions for
clarification;
Second, please provide suggestions and
Approach to the presentation
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Second, please provide suggestions and
feedback in part 3 of the meeting
Knowledge worker:
individual that is valued for their ability to interpret
information within a specific subject area.
Work:
the amount of effort applied to produce a deliverable or to accomplish
a task
Work dimensions:
Key definitions
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Work dimensions:
we identified nine dimensions ranging from workplace to
empowerment based on work design theory of Morgeson and
Humphrey (2006).
Knowledge worker performance:
output in terms of (percieved) productivity, job satisfaction,
flexibility, and innovativeness.
Work interventions:
An effort to improve working conditions in
an organization.
1. Presentation & Discussion Microsoft Case
including the Dimensions of Work Survey 2007-2008
(15.05 - 15.30)
2. Master thesis research at Microsoft
(15.30 - 15.40)
Agenda
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(15.30 - 15.40)
3. Discussion / Feed Back / Next Steps
(15.40 - 16.00)
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New Worlds of Work Research Project
2007 - 2009
Partners 2007 :
Partners 2008 :
Partners 2009 :
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http://www.microsoft.com/netherlands/het_nieuwe_werken/default.aspx
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Research Question
“What is the impact of moving to the new building on work
dimensions and output variables such as Productivity, Job
Satisfaction, Flexibility, and Innovativeness as perceived by the
knowledge workers of Microsoft?”
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Answer
“In the perception of the knowledge workers
moving to the new building resulted in
a higher level of job flexibility and a slightly higher productivity.”
The work dimensions influencing the output variables are shifting more� The work dimensions influencing the output variables are shifting moretowards new aspects of work, e.g. Work – Life Balance, ProcessModularity, Workplace Mobility, Willingness to Change and Skill Variety.
� Highest improvements of work dimensions were related to Inclination toWork in Open Office, (Lack of) Distraction of Workplace, Control ofWorkplace and Satisfaction of Workplace.
� More employees have adopted a more mobile work style after moving tothe new building.
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Survey – Quasi Field Experiment
� Survey 2007 : 268 respondents
Response rate 38.4%
� Survey 2008 : 293 respondents
Response rate 39.1%Response rate 39.1%
� 117 respondents filled in both questionnaires in 2007 and 2008
We call this the Paired Sample
Respondents 2007 2008
Total group 268 293
Paired group 117 117
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Online Survey Instrument
Characteristics
� Based on scientific literature (questions from literature)
� Pre-tested on a representative sample (n=350)
� High reliability (improvement after pre-test)
� Available in Dutch and English� Available in Dutch and English
Measurements
� Different dimensions of Work
� Worker’s adoption and perceptions of the NWoW
� Influence on output variables: Productivity, Employee Satisfaction, Job Flexibility and Innovativeness
� Longitudinal approach (T0=2007, T1=2008 etc)
� No control group
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Paired Sample (1)Work Dimensions
3,00
3,50
4,00
4,50
5,00
Workplace MobilityTeam Distribution
Collaboration within Workgroup
Interaction outside Organization
Task Interdependence
Transparency(Lack of) Distraction Workplace
Control Workplace
Satisfaction Workplace
Reward SystemsMember Flexibility
Work Dimensions
Paired Sample Means Comparison 2007 - 2008
MobilityReward
System
Workplace
Communication &
Cooperation
Task
0,00
0,50
1,00
1,50
2,00
2,50
3,00
Job Complexity
Task Variety
Task Identity
Skill Variety
Dynamc Teaming
Process Modularity
Work-life Balance
Intrinsic Job Motivation
Extrinsic Job Motivation
Relationship ColleaguesRelationship Superior
Carreer EncouragementEmpowerment MeaningEmpowerment Competence
Empowerment Self-determination
Empowerment Impact
Trust in Management
Trust in Employees
Willingness to Change
Technology Usage - Search and …
Technology Usage - Publish and …
Technology User Classification
Attitude towards New Technologies
Inclination work in Open Office
Means 2008
Means 2007
Technology
Willingness
to change
Trust
Empowerment
Task
Characteristics
Modularity
Work/life balance
Job Motivation
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Paired Sample (2)Output Variables
4,20
4,40
Employee
Satisfaction
Output Variables
Paired Sample Means Comparison 2007 - 2008
3,40
3,60
3,80
4,00
4,20
Productivity
Job Flexibility
Change and
Innovation
Means 2008
Means 2007
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Paired Sample (3)Influences on Productivity
Work Dimension2007 (M = 3.99) 2008 (M = 4.08)
Beta Sig. Means Beta Sig. Means
Empowerment Competence 0.21 0.05 4.27 0.40 0.00 4.31
Extrinsic Job Motivation 0.22 0.01 3.57 0.24 0.01 3.61Extrinsic Job Motivation 0.22 0.01 3.57 0.24 0.01 3.61
Interaction Outside Organization 0.09 0.35 4.25 0.18 0.07 4.36
Process Modularity 0.18 0.03 3.56 0.15 0.13 3.65
Empowerment Impact 0.26 0.01 3.61 0.06 0.56 3.73
Control Workplace -0.20 0.03 3.07 -0.05 0.65 3.45
Member Flexibility 0.17 0.06 3.60 -0.06 0.50 3.64
Table 15 - Regression Productivity Microsoft Comparison 2007 – 2008 – Paired
(R² 2007 = 0.64, R² 2008 = 0.63)
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NWoW ModelChanges 2007 – 2008
Employee
satisfaction
Trust in management
Relationship Superior
Workplace Mobility
Intrinsic Job Motivation
Inclination work Open Office
Workplace
Trust
Job
Motivation
ModularityProcess Modularity
∆ Work Dimension ���� ∆ Output Variables
Work Dimension (2008-2007) ���� Output Variables (2008–2007)
Employee
Productivity
Job
Flexibility
Change &
Innovation
Empowerment Meaning
Empowerment Competence
Empowerment Impact
Work Life Balance
Technology User Classification
Empowerment
Personal
Task
Characteristics
Technology
Communication
Cooperation
Skill Variety
Task Interdependence
Interaction Outside Organiz.
ModularityProcess Modularity
Attitude Towards new Tech.
Collaboration within Organiz.
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Agenda Part 2
1. Master thesis 1: Personas and Digital Work Styles
2. Master thesis 2: Microsoft’s DNA and the New2. Master thesis 2: Microsoft’s DNA and the New
World of Work features
3. Master thesis 3: Virtual Teaming
Thesis 1: Six personas
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Paired Sample (4)Differences in Personas
More employees
have adopted a 25,0
30,0
35,0
Persona1: Desk Bounded
4: Mobile within
building
7: Highly Mobile
have adopted a
mobile work style
after moving into
the new building
0,0
5,0
10,0
15,0
20,0
1 2 3 4 5 6 7
Per
cen
tag
e
Workstyle
Microsoft 2007
Microsoft 2008
Thesis 2: Microsoft’s DNA & NWoW features
Microsoft’s DNA NWoW features
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Thesis 3 : Analysis of three teams
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Some Overall Observations
1. Employee empowerment is a dominant dimension in all investigated firms.
2. ‘Task characteristics’, ‘modularity’, and ‘communication & cooperation’ are interesting‘communication & cooperation’ are interestingdimensions to relate to the operating model and digital platform of the firm.
3. Firms implement new ways of working without considering the relationship with their governanceand operating model/digital platform.
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Linking to CISR’s work – see Ross & Weill (2009) and
Joe Antonellis (2009) framework (sheet 12)
Design Process BUS/IT
� Governance model
� Organization/People
Operating Process BUS/IT
� Governance model
� Organization/People� Organization/People
� Process/Operations
Next generation
� Digital Platform
Next generation
Organization/People
Current Focus NWoW
� Process/Operations
Current generation
� Digital Platform
Current generation
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Discussion / Feedback / Next Steps
Agenda Part 3
Discussion / Feedback / Next Steps