A method and system for measuring the learning ability and productivity of knowledge workers related to the delivery of services in service industry sectors, such as information technology (IT), healthcare and accounting. The method and system applies broadly to service domains that have a strong correlation between the learning ability and skill level of workers wherein the correlation affects the quality of service delivery. Utilizing data mining techniques, the method and system captures, analyzes and benchmarks individual knowledge worker's skill(s) in order to normalize individual service agent proficiencies. The normalized service agent proficiencies allows the relative learning and skill indices of the individual service agents to be determined such that the skills and learning abilities of individual service agents to be determined. The method and system allows best practices and training thresholds to be determined.