MGMT 1000 Lecture Notes - Loop Jump, Ovoviviparity, Call Centre

• School: York University
• Department: Management
• Course: MGMT 1000
• Professor: Jean Adams

Document Summary

Single-loop learning can keep you on the wrong track. Creates a rut where individuals, teams/organizations get stuck on a course that is inappropriate for current and future needs; double-loop learning helps you break free. Double-loop learning: learning rests in ability to question/challenge appropriateness of a systems rules and change them where necessary: learning occurs when attention directed at norms and standards shaping the steady state; context of learning is important. High performance systems use single loop to produce operational efficiencies. Double loop leaning makes sure that strategic direction of the system is sound. Don"t use single loop learning when: challenges are shifting due to changing environment. Customer service becomes new priority for large manufacturing company. Quality measurement group establishes system that will be reference point for measuring customer service. Service measurement plan (smp) undergoes modifications to adapt to corporate needs; plan remains predominantly the same. Large discrepancies between positive smp scores and actual levels of customer satisfaction.