A Study on the Contribution of Spatial Layout and Work Fragmentation to Improve Knowledge Work Activities Focusing on the Amount of Communication

コミュニケーションの量に着目した空間のレイアウトと仕事の断片化がナレッジワーク行動の改善に与える影響に関する研究

2015-09-24

2015-09-24

Much has been written about the effect of workplace communication on knowledge work (KW). Many scholars agree that KW is difficult to describe as it is less tangible than manual work and is often explained as tacit, unstructured, non-routine, variant and complex. KW has high cognitive activities and is greatly dependent on the effective communication between organizational members. It has become a challenge for companies to seek methods raising the performance of communication-based knowledge work activities (KWA). Thus, this study aims to investigate the contribution of spatial layout and work fragmentation to optimize the KWA in a knowledge-based organization by focusing on the amount of communications among KWs. Four main points were discussed to identify aspects that could improve the KWA in respect to communication-based activities (CBAs) ? 1) the current state of the perceived amount of communication (AOC) in the knowledge-based organization, 2) the KWs perception towards AOC in supporting knowledge work and better job performance, 3) the characteristics of spatial layout supporting AOC improvement and effectiveness (communicative environment), and 4) the causes, effect and control method of communication type interruptions towards KWs’ work fragmentation. The SECI Model of knowledge creation developed by Nonaka and Takeuchi (1995) was adopted to investigate the knowledge work activities based on 12 SECI behavior codes. The activities were used to identify the characteristics contributed by a spatial layout and work fragmentation. Next, the study employed a mix method approach, and data were collected through a questionnaire survey on random sampling from various industries (KWs perception and perceived AOC, and work fragmentation). Behavioral study method was applied by adopting semi-structures interview and field observation to investigate the characteristics of a communicative-physical environment. Lab experiment was conducted to look at the work fragmentation scenario. The first findings on KWs perceptions towards AOC reported that high AOC occurred when executing knowledge creation activities. KWs also agree that exchanging high AOC in the workplace may motivate them to improve job attitude, helps develop healthier social-psychological aspects within a communication network, increased motivation and attain improved organizational culture. Second findings on spatial configuration for communicative environment for SECI communication (communication-based knowledge creation activities) considered aspects of ? 1) visibility factor ? based on integrated and segregated of space from the entire spatial layout system, degree of enclosure, co-presence and visibility of other KWs, 2) accessibility factor ? based on communication movement pattern and distance, 3) spatial proximity factor ? based on spatial adjacency and distance of individual workstation. The third findings from the study reflected the contribution of good effects on KWA; characteristics of work fragmentation need to be studied. Work fragmentation features that enable KWA improvement can be explained by defining five main aspects ? 1) the source, 2) the common cause, 3) the complexity, 4) the effect, and 5) the control method. Promising results in finding optimal solutions to improve KWA were shown by demonstrating both positive and negative side of AOC upon communication-based knowledge work activities. The research value from this study was the use of SECI Model of knowledge creation behavior in investigating spatial characteristics based on its communication, instead of formal or non-formal face-to-face communication, which frequently conducted in the previous studies. Moreover, the detail investigation focuses only at communication-type interruption, with new findings of new variables in the complexity of work to become fragmented and also solutions of proactive and reactive methods to control the fragmentation. With the contribution of these two factors, it would improve the knowledge work activities conducted by KWs in the workplace.

博士（学術）

京都工芸繊維大学

14303甲第761号

http://hdl.handle.net/10212/2284

en

ETD

Thesis or Dissertation

Thesis