Builds a model of competence development based on organizational learning theory. Proposes a typology of competence: a single technology and a few people, interwoven technologies in a larger unit, and complex systems connecting many people and units. Adapts a Johari window model for understanding organizational learning. (Contains 44 references.)…

Discusses the role of information in knowledge creation; distinguishes between individual and organizational knowledge; addresses the importance of an organizational learning culture. Recommends that managers use self-managed teams, understand organizations as socially flexible systems, and analyze knowledge from multiple perspectives. (Contains…

Purpose: This paper seeks to present organizational learning processes of knowledge accumulation, articulation, codification and subsequent routine development in a marketing services organization where judgment and rules of thumb were more the norm than codified knowledge and explicit routines. The case illustrates how organizational learning…

Purpose: The purpose of this paper is to analyze the impact of learning in a project-driven organization and demonstrate analytically how the learning, which takes place during the execution of successive projects, and the forgetting that takes place during the dormant time between the project executions, can impact performance and productivity in…

Purpose: While the importance of measuring customer satisfaction levels is well established, less research exists on how organizations operationalize such knowledge. The purpose of this paper is to describe an action research (AR) case study resulting in a workshop model to operationalize the concept of value. The model facilitates organizational…