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Thomas Davenport spells out some common attributes of knowledge work (and workers):

1. Knowledge Workers like Autonomy
2. Specifying the detailed steps and flow of knowledge-intensive processes is less valuable and more difficult than for other types of work.
3. “You can observe a lot by watching.”
4. Knowledge workers usually have good reasons for doing what they do.
5. Commitment matters.
6. Knowledge workers value their knowledge, and don’t share it easily.

The bottom line? Knowledge work is hard to model, and knowledge workers are more independent and secretive then workers in other industries. That’s why you have to watch closely if you want to replicate or improve processes.
Read it all here.

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