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Schulich MGMT 1000 Notes Week 12.docx

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Department
Management
Course
MGMT 1000
Professor
Jean Adams
Semester
Fall

Description
MGMT 1000 Notes Week 12 Activity: Learning to learn: "Single-loop" learning occurs when there is a focus on the detection and correction of error so that a system can maintain a steady state "Double-loop" learning occurs when attention is also directed at the norms and standards shaping the steady state, so that the state itself can be challenged and changed when necessary. It is important to understand the context of our learning. Triple-loop learning answers these questions: "What is leading me and others to have a predisposition to learn in this way at all? Why these goals?" Characteristics Illustrations "Single-loop" A feedback system that • Behavioral modification detects and corrects through rewards and errors to sustain a punishments desired state. • House thermostat that maintains the temperature of a room • Budgetary and other performance controls used to meet targets "Double-loop" A feedback system that • An organization that "single-loops" and has challenges and changes its the ability to change vision operating norms. • An organization that detects The "double-looping" can and changes dysfunctional be (a) fairly superficial rules making minor adjustments, or (b) • Scientific methods where challenge deep experiments are used to refine and develop new assumptions to create theory fundamental paradigm change. Triple-loop A feedback system that An individual or organization that learning "single" and "double-loop" masters the art of creating learns about the context contexts will promote deep in which learning occurs. learning and change - perhaps This allows it to learn about issues like the meaning of about learning, and to life, the fundamental philosophy of build learning into business, or nature of everything it does. interpersonal relations Single-Loop Learning Can Keep You On The Wrong Track Whenever circumstances are changing or unpredictable, individuals, teams and organizations always need systems that are capable of "double-looping." But they have to be careful that they don't end up creating an endless form of "double-looping" where everything is questioned and challenged all the time. If they do, nothing gets done. Effective systems find a good balance between single and double-loop learning. Case Study: A large manufacturing firm operating in ten different countries creates a vision where customer service becomes the new priority. The executive team agrees to put appropriate standards and controls in place. The Quality Measurement group takes up the challenge. They complete extensive internal and external interviews and comprehensive data analysis to develop the standards for a system that will become the reference point for measuring exceptional customer service. => The SMP Report Card was developed internally. It relied heavily on service delivery statistics rather than actual customer satisfaction scores. It encouraged managers to keep doing what had worked in the past. Though updated on a regular basis, the updating did not capture significant changes occurring in the broader environment - especially with regard to growing customer resentment about monopoly power, particularly in the international context. In effect, the SMP ended up measuring the wrong things. It was not taking a "double-loop" look at service standards and whether they should be changed. Making a Difference The challenge in most management situations is to combine effective "single" and "double-loop" learning. Use a single-loop approach where it works. In other situations, recognize the need for a more open approach. Recognize that there may be ways to control and integrate a situation without the tight systems that single-loop controls usually demand. But, be careful to avoid the endless discussion, vagueness, introspection and wrangling that too much "double-looping" can produce. Study questions: 1. Questions number 1: What is the difference between single-loop and double-loop learning? In your opinion, what kind of learning have we been doing in this course? What role do you think technologies have played in the way we have been learning together this term? Answer: "Single-loop" is a “flat form” of a problem and our solution, while "Double-loop" gives us an opportunity to detect and overcome obstacles in a 3D format. We can see the whole picture of the system and apply solutions to the whole system to overcome problems when using "Double- loop" learning. In fact,"Single-loop" learning occurs when there is a focus on the detection and correction of error so that a system can maintain a steady state. "Double-loop" learning occurs when attention is also directed at the norms and standards shaping the steady state, so that the state itself can be challenged and changed when necessary. 2. Question number 2: Why is learning to learn is important? In what ways has this cource helped? Answer: A commitment to quality and continuous improvement can reduce costs, increase profits and help to create corporate cultures where continuous learning is a way of life. To earn these bene
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