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…

Presented as a mini-course on the design of classroom observation systems, this report stresses the necessity of determining the goals of any study before designing the procedures. Only if the researcher has concretely formulated the questions to be answered, can an observation system be developed that will provide the appropriate data. The…