Research paper on knowledge work and its computerization. A knowledge work task typology and a framework for knowledge work capabilities are presented, among other things. Level: Master's thesis.

1. UNDERSTANDING KNOWLEDGE
WORK AND THE PERFORMANCE
POTENTIAL OF ITS
COMPUTERIZATION
CASE IBM’S WATSON
Pekka Lampelto
Master’s Thesis (2013)
Supervisor: Dr. Kari Lohivesi
Management and Organization
University of Tampere
Link: https://tampub.uta.fi/bitstream/handle/10024/94436/GRADU-1381326360.pdf?sequence=3
University of Tampere

2. In short
• Method: Thematic interview and grounded
theory
• Sample: 5 knowledge workers
• Results:
– formulation of a knowledge work task typology
– construction of a framework for knowledge
work agent’s capabilities
– analysis of IBM Watson's performance
potential in various knowledge work task
types

3. Analysis of jobs, roles and tasks of
5 knowledge workers

9. Formulation of a knowledge work task typology

11. Knowledge work task typology
Analytical tasks:
• Checking and
approving /
disapproving
• Investigating
• Gathering data and
information
• Monitoring
• Recognizing patterns
and possibilities
• Scheduling
• Testing programs
• Using analyzing tools
to create information
and insights
• Visual analysis
Synthetical tasks
• Evaluating and
deciding
• Generating ideas and
alternative solutions
• Hypothesizing
Communicative tasks
• Answering questions
• Delegating
• Directing discussion
• Discussing and
deciding together
• Information
disseminating
• Explaining knowledge
• Persuading and
negotiating
Prompting people
• Requesting
information
Operative tasks
• Handling sudden
problems / fire fighting
• Making changes in
systems
• Operating machines
• Compiling documents
•

12. A framework for knowledge work agent’s
capabilities

14. Comparison of humans and IBM Watson

17. Analysis of IBM Watson’s knowledge
work task capability coverage in the
framework of knowledge work task
typology
• Most benefits in
• Answering questions
• using analyzing tools to create information and insights
• information disseminating
• Least benefits in
• directing discussion
• persuading and negotiating
• discussing and deciding together

18. Business implications
• Computerizing knowledge work may become one of the most
important competitiveness-driving factors for companies as
technology develops to enable it
– Especially in knowledge intensive organizations that rely highly on
knowledge workers
• Because certain high-level knowledge work roles and tasks can
currently be performed only by a small number of knowledge
workers, introduction of artificially intelligent computer systems can
enhance high-skill knowledge workers’ effectiveness through
outsourcing some of their more mundane tasks to the computer
systems.
• To model and computerize different types of knowledge work,
knowledge work tasks should be recorded in various ways to
produce data. From the data, automatized computer systems
capable of learning can be developed and introduced to business
processes.
• Knowledge work should be studied on an economy level as well.
The unit of research in this should be at task-level, process-level,
and cognitive-level, rather than at job-level.

20. Thank you!
-Link to thesis: https://tampub.uta.fi/handle/10024/94436
Pekka Lampelto