What should be made visible to knowledge workers to promote engagement?

Promoting engagement among knowledge workers is crucial for the successful implementation of Knowledge-Centered Service (KCS) practices. Measures of KCS performance play a vital role in this by providing knowledge workers with insights into how their contributions affect overall organizational goals. When knowledge workers can see performance metrics, they can better understand the impact of their work on both individual and team levels, fostering a sense of ownership and motivation.

Visibility into these performance measures enables knowledge workers to identify areas where improvement is needed and allows them to see the results of their efforts over time. This transparency helps align individual contributions with strategic objectives, enhancing collaboration and continuous improvement within the organization.

In contrast, while internal documents, the entire incident logging process, and administrative tasks might be relevant to knowledge workers, they don't directly foster engagement in the way that the visibility of KCS performance metrics does. These other aspects might be necessary for efficient operations but do not inherently promote a sense of involvement or engagement like performance measures do. Providing access to those metrics cultivates a results-oriented culture that is essential for KCS success.