Abstract

Competitive success in the emerging information society requires business organizations to effectively manage information assets. Determining the appropriate emphases first requires identifying and quantifying effective and consistent workplace quality and value-added measurements of knowledge work and products. This paper proposes use of game theory applications to assess knowledge products and to make better strategic decisions about enhancing existing information products. To illustrate potential benefits of this approach, an example business case is presented. Based on analysis of salient belief evaluations and value strengths, a telecommunication system manufacturer successfully redirected corrective efforts, resulting in significant improvements in customer perceptions regarding product documentation quality.