This paper introduces institutional ethnography (IE) as a useful and systematic process for examining organizations and work data through the lens of stakeholders, at different levels, and considering the different forces at play. Drawing from ethnomethodology, IE focuses on how everyday experience is socially organized. Ideological shifts have…

Purpose: Radical changes and increasing competition in the global economy and markets lead enterprises to change their business policy and activities. This process demands the creation of effective organizational learning mechanisms. This paper seeks to illustrate how three service organizations designed and utilized organizational learning…