The learning organisation is a concept and, as with any complex concept, embodies sets of values, goals and beliefs. As … challenge in the future. It is suggested that the learning organisation concept can be thought of as the lowest of a three …‐stage conceptual hierarchy of learning‐wisdom‐enlightenment. The paper explores the characteristics of the wise organisation and …

Purpose – In the literature on complaint management the importance is acknowledged of learning from complaints. Still …, the concept of organisational learning has not yet been embedded in the field of complaint management. Therefore, this … paper aims to adjust a general model for organisational learning to the concept of complaint management in order to make it …

re‐engineering, identifying key performance measures at both managerial and operational levels, to establish a learning …

This paper argues that to talk about organisations learning is to reify and anthropomorphise organisations. Instead of … organisations or groups that learn, or about individuals learning in groups or organisations. It suggests an alternative to thinking … in these ways, namely, that learning is an activity of interdependent people. If one takes the view an organisation is …

A learning organization has been defined as one in which the members continually acquire, share, and use new knowledge … McKinsey 7‐S framework, presents a systems model of a learning organization. The addition of one “S” yields a model and this … can help transform a traditional organization into a learning organization.  …