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Delivering Customer Value BM009-3-2-DCV
Group Presentation :
Learning Organization Theories And Delivering Customer Value
Group Members: Saktis Kannan TP016729
Mahaletchumi TP017264
Malvir Singh TP020138
Arya Karimi TP013551
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According to Ron Yong (2009), learning organization isthe capability to effectively tap into peoples commitmentand capacity to learn at every level in its hierarchy.
According to Mark K. Smith(2001), which have defineearlier by Peter Senge(1990) clarify that learningorganization is a place where people continually expandtheir capacity to create results they truly desire, wherenew and expansive patterns of thinking are nurtured,
where collective aspiration is set free and where peopleare continually learning how to learn.
Question1(a)-Learning Organization
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According to Mason M.K.(2012), Navran Associates
Newsletter (1993) as define learning organization is one that
seeks to create its own future; that assumes learning is an
ongoing and creative process for its members; and one that
develops, adapts, and transforms itself in response to the needs
and aspirations of people, both inside and outside itself
According to n.a(2007), as talk about Ross, Smith, Roberts,
Kleiner, Fifth Discipline Fieldbook (n.d.), where have defined
learning in an organization as the continuous testing of
experience, and the transformation of that experience intoknowledge-accessible to the whole organization, and relevant
to its core purpose.
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Peter Senge 5 Principle of Learning
Organization Systems Thinking
Systems thinking focus on other four disciplines to be successful
learning organization.
better appreciation of systems leads to more appropriate action
System thinking able the organization to think broad in order to solveissues, rather than using the usual way to solve problem which cause the
problem again.
Personal Mastery organizations learn only through individuals who learn
strive to clarify and deepen personal vision
deeply aware of growth areas and tension between vision and reality
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Mental Models The process begins with self-reflection; unearthing deeply held belief
structures and generalizations, and understanding how theydramatically influence the way we operate in our own lives.
Until there is realization and a focus on openness, real change can
never take place.
Building Shared Visions visions cannot be dictated because they always begin with the personal
visions of individual employees, who may not agree with the leader's
vision.
What is needed is a genuine vision that elicits commitment in good
times and bad, and has the power to bind an organization together.
As Smith M.K.(2001) said, building shared vision advance a
commitment to the long term.
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Team Learning
is important because modern organizations operate on thebasis of teamwork.
It is a process of developing the ability to create desired
results; to have a goal in mind and work together to attain it
(Senge 1990,13).
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Question 1(b)-System Theory
According to F. Heylighen and C. Joslyn
system theory is the abstract of organization of
phenomena, independent of their substance,
type, or spatial or temporal scale of existence.
System theory is basically interconnected
where there will be wide connection between
organization and also environment.
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Impact
By applying system theory organizations will be:
Able to focus towards environment and will
have better knowledge on impact of it towards
the organization.
Able to achieve better view of organizationalbehavior.
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System Management
Definition : System management is the
management of Information Technology in any
organization.
All the gatherings of information's on
purchasing, Information technology and
software's can be done systematically.
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Impact
By applying system management organizations
will be :
Able to have an Increased level of performance indelivering customer value.
Able to keep track if objective is met and also setproblem handling processes.
Able to produce lean production by lead time todeliver high quality customer value.
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Single Loop
Single loop is about following a set of ruleswhile producing effort to correct a problem.
Focuses mainly on actions for the output to be
right and not assumptions or any otherbehavior.
Organizations and employees learns new skillsthrough improvement.
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Double Loop
Double loop is about breaking the rules set insingle loop in order to ensure that repetition ofproblems does not occur.
Is also mainly about the reasons on why asolution for an organizational problem works.
Mainly focuses on questions that can help toimprove and develop new knowledge.
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Triple Loop
The reflect or feedback of believes , values,thoughts and how this is related to organization oremployees actions.
Focuses mainly on making employees to learn onhow to learn.
Therefore, there will be changes on the overallbehavior or strategy when triple loop is applied.
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Major Differences
Type of Loops Characteristics Fits into Impact Types of
learning
Single loop Following the
rules.
Action and
Outcome.
Organizations
will keep
repeating the
same mistakes.
For
Improvement.
Double loop Changing the
rules.
Framework. Fix the
mistakes and
will identify the
causes from
framework.
For further
understanding
and
improvement.
Triple loop Learning about
learning.
Context. Enables to
understand
more about
oneself and
also others
perceptions.
For
transformation,
understanding
and also
improvement.
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Impact of the theories
Context
Framework
Actions
Outcome
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Question 1(c)
What is internal marketing ?!
Team learning and its impacts
Shared vision
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Significance in delivering
customer value
Values are qualities that matters to the consumers.
Customer value is an all-encompassing term for
providing both functional and emotional benefits to
customers.
Creating and delivering superior customer value is
essential for organizations operating in today's
competitive environment.
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Internal marketing functions to motivate theircustomer contact employees and supporting
service people to work as a team to delivercustomer value.
Customer also consists internal customers. Asinternal customers are motivated, serviceprovided to external customers will beexcellent.
Communication is efficient.
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Team learning provides solutions to businessproblems and most problems involves
customer. Trough this, businesses findssolution in delivering the right value tocustomers.
Involves continuous improvements ascustomer preferences changes with time.
Team learning encourages individuals to takepart in dialogue and discussion wherecustomer contact employees can providefeedback to gain customer value.
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Team learning encourages individuals to take
part in dialogue and discussion where
customer contact employees can provide
feedback to gain customer value.
Team members shares knowledge and
complement each others skills.
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Shared vision allows everyone to work
together which means customer also workstogether with the organization so that their
needs and wants can be satisfied.
Shared vision inspires people in an
organization to work towards the objective.
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Reference for Question 1(a)- Saktis
Smith M.K.(2001) PeterSenge and the learning organization. [online]Available at: http://www.infed.org/thinkers/senge.htm
Access on: 4 May 2012
Mason M.K.(2012), What is learning organization. [Online] Avaiable at :http://www.moyak.com/papers/learning-organization.html
Access on: 2 May 2012
Ron Yong (2009), KM Principle: Be both a learning organization andknowledge driven. [Online] Available at: http://www.knowledge-management-online.com/km-principle-be-both-a-learning-organization-and-knowledge-driven.html
Access on: 4 May 2012`
n.a(2007), What is a learning organization. [Online] Available at:
http://xnet.rrc.mb.ca/glenh/learning.htmAccess on: 4 May 2012
Mark K. Smith(2001), PeterSenge and the Learning Organization.[Online: E-Journal] Available at:http://www.leadingtoday.org/weleadinlearning/msapr03.htm
Access on: 5 May 2012
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Reference for Question 1(c)-
Malvir & Arya
Kotler, Armstrong . (2010).InternalMarketing. Available:http://www.marketingteacher.com/lesson-
store/lesson-internal-marketing.html. Lastaccessed 1st May 2012.
George, W. (2002).Internal marketing andorganizational behavior: A partnership indeveloping customer-conscious employees atevery level. Available: