... 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...

...). They distinguish sharply between: © MCB UP Limited 2002 Organizational change Change management Learning Webster’s Dictionary defines transformation as: Ackerman (1986) sees transformation as the highest form of organizational change, following on from development and transition...

... enterprise. Organisational strength in turbulent situations requires proactivity, adaptability, flexibility, speed, learning and skills to provide strategically driven and effectively implemented waves of change. This is a dynamic capability, and can be defined as “the organisation’s capacity to gain...

...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...

... supervision, since he is not at all prepared to take over responsibility and has lost his pride in the quality of his work. The worker shows only very limited ambition, and Wickens argues that: © MCB UP Limited 1998 Learning Organizational development Theory TQM The industrial changes...

... improvement, the second concentrating on the need to change emotions before making changes within the organization and the last relying on tapping into the “hidden” knowledge inside each individual as a starting‐point for further development. Employees Individual behaviour Leadership Learning TQM...

... 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...