... 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...

... Group Publishing Limited 2009 Total quality management Knowledge management Knowledge creation Learning Firms have become increasingly interested in making effective use of the knowledge that continuously develops within their organisations. The capacity to organise and manage...

...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: Transformation is often implied or stated to achieve or represent a qualitatively different state. If so, how much agreement and variation exists about how we can tell that transformation has been...

...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...

... influential. These “philosophies” can be seen as necessary but not sufficient for an agile enterprise. Organisational strength in turbulent situations requires proactivity, adaptability, flexibility, speed, learning and skills to provide strategically driven and effectively implemented waves of change...

... shows managerial capabilities in his private life. He is used to taking responsibility and motivating others to work to their fullest extent for a particular objective. © MCB UP Limited 1998 Learning Organizational development Theory TQM The industrial changes currently affecting...

... 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 to work creatively together towards a common goal...

... 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. We attempted to discover and explain what is happening in practice and,in particular, to find out how...