... on a student learning experience questionnaire utilised by a large research‐intensive Australian tertiary institution (with two overseas campuses). The results of the questionnaire are compared between one overseas campus and the whole institution. The case study looks at the experiences of the overseas campus...

... to the development of socialisation was identified as a form of on‐the‐job training, whereby individuals utilised observation and imitation to learn skills and work procedures. Maria Colurcio can be contacted at: colurcio@unina.it © Emerald Group Publishing Limited 2009 Total quality management...

...J.F.J. Vos; G.B. Huitema; E. de Lange‐Ros 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...

... of the European Foundation for Quality Management (EFQM) Excellence Model to identify a range of service interrelationships affecting customers. Findings The paper finds that the assessors need to take account of the interrelationships between customer focus, results and learning to assess delivery of value...

...Su Mi Dahlgaard‐Park; Su Mi Dahlgaard‐Park Purpose Parallel with increasing awareness of importance in learning during the last few decades, numerous theorists from various disciplines have tried to shape ideas concerning learning seen from their perspectives. One negative consequence...

... are facilitating the re‐definition of standards within the business and how, in partnership with Liverpool John Moores University the company is undertaking business process re‐engineering, identifying key performance measures at both managerial and operational levels, to establish a learning culture to promote...

... change Change management Learning Webster’s Dictionary defines transformation as: … a change in the shape, structure and nature of something. Current usage suggests that the term now has a wide range of connotations within the field of organization theory and practice. Many...

...Ron Beckett; Peter Murray The following case study demonstrates how an organisation can integrate learning with normal business processes so that it not only shares its knowledge and continuously improves at a high rate, but also, achieves this without significant disruption to its routine business...

... the introduction of the agile wheel reference model (AWRM), identifies the specific policies and practices that support agility. Agile production Manufacturing Competitiveness Strategy Learning Flexibility © MCB UP Limited 2000 The second quadrant focuses on organisational processes...

... approach to securing employee commitment to quality and looks at the development of the TQM vision. Concludes that a considerable number of Western managers still cling to an outdated traditional approach. © MCB UP Limited 1998 Learning Organizational development Theory TQM...

... boxes. Employees Individual behaviour Leadership Learning TQM The new, quality‐focused organization depends on leadership to create the internal conditions necessary for success. Of course, the ultimate success of the enterprise will depend on the ability of all members of the organization...

... the total quality management (TQM)programme. This involves, in addition to the traditional approaches to TQ (planning, learning and visionary mindsets) introduction of the transformation mindset. © Company 1994 Crises Leadership Learning Mindsets Planning Quality programmes TQM Vision...