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Title: Operationalising “Double-Loop” learning in service organisations: A systems approach for creating knowledge
Authors: Jaaron, Ayham A.M.
Backhouse, C.J.
Keywords: “Double-loop” learning
Learning organisation
The Vanguard Method
Systems thinking
Service operations
Operations management
Issue Date: 2017
Publisher: © Springer
Citation: JAARON, A.A.M. and BACKHOUSE, C.J., 2017. Operationalising “Double-Loop” learning in service organisations: A systems approach for creating knowledge. Systemic Practice and Action Research, 30(4), pp.317-337.
Abstract: © 2016 Springer Science+Business Media New YorkLearning organisation literature has widely discussed the connections between “double-loop” learning and its significance to organisational performance, but paying little attention to tools and systems that can operationalise “double-loop” learning in organisations. This paper investigates the impact of applying a systems approach for service operations design, expressed as the Vanguard Method (Seddon, Freedom from command and control: a better way to make the work work, 2003), in order to activate “double-loop” learning in service organisations. Two case studies were conducted in the banking mortgage operations and adults’ social care services in the UK, using the dimensions of the learning organisation questionnaire (DLOQ), semi-structured interviews, observations, and documents. The findings of the cross-case analysis support the link of applying the Vanguard Method with operationalising “double-loop” learning through three main factors, namely systematic-operations improvement, organisational capacity development, and outside-in mode of work; that are all embedded into the seven dimensions of the DLOQ. The value of this paper is the introduction of a service operations design tool that can activate “double-loop” learning performance in the fast changing knowledge era. It also provides an impetus for service organisations to creatively influence employees’ competencies to effectively improve internal systems.
Description: The final publication is available at Springer via http://dx.doi.org/10.1007/s11213-016-9397-0
Version: Accepted for publication
DOI: 10.1007/s11213-016-9397-0
URI: https://dspace.lboro.ac.uk/2134/23030
Publisher Link: http://dx.doi.org/10.1007/s11213-016-9397-0
ISSN: 1094-429X
Appears in Collections:Published Articles (Mechanical, Electrical and Manufacturing Engineering)

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