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BusinessProcessGuidance.com Survey Exposes a Knowledge Worker Productivity Gap
Date:4/15/2010

Increased workloads and complexity outpace efficiency gains and expose businesses to risk

Wakefield, MA (PRWEB) April 15, 2010 -- A recent survey by BusinessProcessGuidance.com of 286 senior executives found that the workload for knowledge workers is increasing faster than the efficiency with which they can get it done. Among the study’s key findings: knowledge workers not only have more to do, but the nature of the work itself is much more complex than it was just three years ago. The majority of respondents reported that their workloads have increased by 25 percent to 50 percent, while their efficiency has only increased 0 percent to 25 percent in the last three years. This trend is affecting companies across the economic spectrum: 54 percent of respondents were from companies with $1 billion or more in revenue.

The struggling economy and the fact that there are fewer people to do the work was the number two reason for the workload increase. The number one reason was the number and complexity of the business processes they have to manage to get their work done. Other top factors included the increased number and complexity of regulatory requirements and software applications.

Knowledge workers are found in nearly every industry and are especially critical in companies that are already complex and highly-regulated, doing work such as processing mortgage loans in banks, processing claims in health insurance and providing customer service in contact centers. The widening gap between the amount and complexity of their work and their ability to get it done is a serious sign that people doing some of the highest-value work in business need help.

Tom Koulopoulos, CEO of DelphiGroup, a leading US high-tech consulting and advisory firm observed, “Knowledge workers face complexity on multiple levels – process, policy, application, and more. They need a soluti
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