Abstract
In the knowledge-based economy, R&D centers in service industries increasingly depend on the performance of knowledge workers to gain competitive advantage. Therefore, these centers must give careful consideration to the performance assessment and continuous improvement of knowledge workers using appropriate performance assessment systems and models. In this paper, a system was designed for the performance appraisal and ranking of knowledge workers in R&D centers of banking industry using gamification approaches. The case study method was applied for the conceptual design of the system and the selected case was the R&D center of Mellat bank, one of the Iranian leading private banks. Data collection was performed via semi-structured interviews with 12 key participants of performance appraisal process which included vice president of research and development and 11 senior researchers as head of research groups of the center. As a result of data coding process for analyzing the qualitative data, a total of 23 metrics and three key performance indicators namely, research impact factor, knowledge impact factor and knowledge absorption factor were identified for the performance appraisal of knowledge workers. The designed system in this study can be used by R&D centers in banking industry for the performance appraisal and ranking of knowledge workers. The designed system provides a comprehensive and detailed set of metrics and KPIs for the performance appraisal of knowledge workers in R&D centers of banking industry.
Highlights
During the last two decades, a knowledge-based, fast-changing and technology-intensive economy has emerged in which investments in human resources, research and development and information technology have become essential in order to maintain an organization’s competitive position and ensure its future viability (Ramezan, 2012)
In the Knowledge Based Economy, Knowledge workers play a crucial role in maintaining the competitive advantage of R&D centers
This paper aims to design a system for the performance appraisal of knowledge workers in the R&D centers of banking industry using gamification techniques
Summary
During the last two decades, a knowledge-based, fast-changing and technology-intensive economy has emerged in which investments in human resources, research and development and information technology have become essential in order to maintain an organization’s competitive position and ensure its future viability (Ramezan, 2012). Knowledge workers are key strategic resources in modern learning organizations; they are value creators and value adders whose major contributions come from their abilities to process and apply knowledge and information to completing essential tasks, making decisions and solving problems (McFarlane, 2008). Knowledge workers’ performance management is not an easy task and there is a need for pragmatic tools to support the managerial work (Palvalin, Vuolle, Jääskeläinen, Laihonen, & Lönnqvist, 2015). Organizations need an appropriate model to assess their knowledge workers’ performance. The result of the assessment can play a critical role in providing appropriate practices for Knowledge
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