This document summarizes research conducted from 2007-2009 on the impact of new ways of working on knowledge worker performance at Microsoft Netherlands. The research included interviews, surveys in 2007 and 2008, and analysis of reports. The goal was to understand how moving to a new building affected dimensions of work and output variables like productivity and job satisfaction. Key findings included higher flexibility and slightly higher perceived productivity after the move. The work dimensions influencing outputs were shifting towards aspects like work-life balance and workplace mobility. The document discusses the research approach, definitions, findings and opportunities to link the work to other research.

1. New Ways of Working
and the Impact on
Knowledge Worker
Performance:
The Microsoft Case
Research Team:
Eric van Heck, 4 colleagues and
3 MSc students (2007-2009)
Cambridge, July 1, 2009
1

2. Research data
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
October 2008 (N=293)
4. Analysis of white papers, reports and steering group
meetings of Microsoft’s 2bPR initiative
5. Three MScBA Thesis Studies
2

3. Goals presentation
1. Introduction of the New WoW project
2. Feedback:
- how to link this research project to CISR’s
research and create a collaborative research
project?
- is there an interesting story line already that
is suitable to publish in SMR or MISQE?
3

4. Approach to the presentation
First, I would like to present the research
project – you can ask questions for
clarification;
Second, please provide suggestions and
feedback in part 3 of the meeting
4

5. Key definitions
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:
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
5 an organization.

6. Agenda
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)
3. Discussion / Feed Back / Next Steps
(15.40 - 16.00)
6

7. New Worlds of Work Research Project
2007 - 2009
7
Partners 2007 :
Partners 2008 :
Partners 2009 :

8. http://www.microsoft.com/netherlands/het_nieuwe_werken/default.aspx
8

9. Research Question
9
“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?”

10. Answer
10
“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
towards new aspects of work, e.g. Work – Life Balance, Process
Modularity, Workplace Mobility, Willingness to Change and Skill Variety.
Highest improvements of work dimensions were related to Inclination to
Work in Open Office, (Lack of) Distraction of Workplace, Control of
Workplace and Satisfaction of Workplace.
More employees have adopted a more mobile work style after moving to
the new building.

11. Survey – Quasi Field Experiment
11
Survey 2007 : 268 respondents
Response rate 38.4%
Survey 2008 : 293 respondents
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

12. Online Survey Instrument
12
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
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

13. Paired Sample (1)
Work Dimensions
13
Work Dimensions
Paired Sample Means Comparison 2007 - 2008
Reward Mobility
System Communication &
Workplace Mobility
Member Flexibility Team Distribution Cooperation
Workplace Reward Systems 5,00 Collaboration within Workgroup
Satisfaction Workplace 4,50 Interaction outside Organization
Control Workplace 4,00 Task Interdependence
3,50
(Lack of) Distraction Workplace Transparency
3,00
Inclination work in Open Office 2,50 Job Complexity Task
2,00 Characteristics
Attitude towards New Technologies 1,50 Task Variety
1,00
Technology User Classification Task Identity
Technology 0,50 Means 2008
0,00
Technology Usage - Publish and… Skill Variety Means 2007
Technology Usage - Search and… Dynamc Teaming Modularity
WillingnessWillingness to Change Process Modularity
to change Work/life balance
Trust in Employees Work-life Balance
Trust Trust in Management Intrinsic Job Motivation
Empowerment Impact Extrinsic Job Motivation
Empowerment Self-determination Relationship Colleagues
Empowerment Competence Relationship Superior Job Motivation
Empowerment Empowerment Meaning Carreer Encouragement

14. Paired Sample (2)
Output Variables
14
Output Variables
Paired Sample Means Comparison 2007 - 2008
Employee
Satisfaction
4,40
4,20
4,00
3,80
3,60
Change and Mea ns 2008
3,40 Productivity
Innovation Mea ns 2007
Job Flexibility

15. Paired Sample (3)
Influences on Productivity
15
2007 (M = 3.99) 2008 (M = 4.08)
Work Dimension
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 3.61
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)

16. NWoW Model
Changes 2007 – 2008
16
Trust Trust in management
Work Dimension Output Variables
Relationship Superior
Work Dimension (2008-2007) Output Variables (2008–2007)
Job
Motivation
Intrinsic Job Motivation
Inclination work Open Office
Workplace
Employee
Workplace Mobility satisfaction
Modularity
Process Modularity
Employee
Collaboration within Organiz. Productivity
Communication
Cooperation
Interaction Outside Organiz.
Job
Task Interdependence Flexibility
Empowerment Meaning
Change &
Empowerment Empowerment Impact
Innovation
Empowerment Competence
Task
Characteristics Skill Variety
Personal Work Life Balance
Technology User Classification
Technology
Attitude Towards new Tech.

17. Agenda Part 2
17
1. Master thesis 1: Personas and Digital Work Styles
2. Master thesis 2: Microsoft’s DNA and the New
World of Work features
3. Master thesis 3: Virtual Teaming

18. Thesis 1: Six personas

19. Paired Sample (4)
Differences in Personas
19
1: Desk Bounded
Persona 4: Mobile within
35,0
building
7: Highly Mobile
30,0
25,0
More employees
have adopted a
Percentage
20,0
Microsoft 2007 mobile work style
15,0 Microsoft 2008
after moving into
10,0
the new building
5,0
0,0
1 2 3 4 5 6 7
Workstyle

20. Thesis 2: Microsoft’s DNA & NWoW features
Microsoft’s DNA NWoW features
/9

21. Thesis 3 : Analysis of three teams
21

22. Some Overall Observations
22
1. Employee empowerment is a dominant dimension in
all investigated firms.
2. ‘Task characteristics’, ‘modularity’, and
‘communication & cooperation’ are interesting
dimensions 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 governance
and operating model/digital platform.

23. Linking to CISR’s work – see Ross & Weill (2009) and
Joe Antonellis (2009) framework (sheet 12)
23
Design Process BUS/IT Operating Process BUS/IT
Governance model Governance model
Organization/People Organization/People
Current Focus NWoW
Process/Operations Process/Operations
Next generation Current generation
Digital Platform Digital Platform
Next generation Current generation

24. Agenda Part 3
24
Discussion / Feedback / Next Steps