Managing and reporting knowledge-based resources and processes in research organisations: Specifics, lessons learned and perspectives

Abstract

This paper explores how a professional service firm managed the paradoxical balance of creativity and productivity within its professional workforce. A conceptual framework integrating the concepts of creativity and productivity as components of professional competence is developed. Using this conceptual framework, the competency standards used by an Australian branch of a large international chartered accounting firm are studied, before and after a major firm restructure. The results show considerable changes in competency expectations following the reconstruction. The competency standards before the restructure predominantly ensure professional productivity, while after the restructure, expectations shifted towards encouraging both productivity and creativity from their professionals.