Abstract
This paper discusses the experience of the American Productivity Center and seventeen corporations that particpated in a two-year action research project that tested the Center's six-phase methodology for improving productivity in the white collar workplace. The six-phase methodology was implemented in 98 pilot groups representing the full range of “knowledge worker” environments: accounting and finance, customer service, engineering, facilities management, marketing and sales, operations, MIS personnel/HRM, research and development, and purchasing. The project demonstrated that white collar work can be measured; worthwhile improvements are possible in all functional areas; and the managerial, professional and support staff can lead the improvement process on a continuous basis.
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