Developing learning capabilities through a quality management program

Claudia A. S. Araújo, Elaine Tavares, Eduardo Raupp de Vargas and Eduardo Rocha

The Service Industries Journal, 2015, vol. 35, issue 9, 483-498

Abstract: This study examines the development of learning capabilities through the implementation of a quality management program in services, based on a case study of transplantation management. The findings show how the introduction of an online system, based on a quality management program, underpinned the knowledge-building capacity of the organization. The results contribute to service literature by addressing how a quality management program links to organizational learning process directly and through building-up organizational knowledge. The implementation of a quality management program allows knowledge building through identification and socialization of tacit knowledge and combination of explicit knowledge. The development of learning capabilities fostered by the introduction of this program occurs under conditions that contribute to the building-up of organizational knowledge. Organizational learning is enhanced during this implementation through an incremental process that detects errors and corrects behavior and/or alters organizations premises, standards and values. This organizational learning helps to upgrade the overall process.

Date: 2015
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Citations: View citations in EconPapers (2)

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DOI: 10.1080/02642069.2015.1042972

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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