Delivering Customer Value BM009-3-2-DCV

Group Presentation :
Learning Organization Theories And Delivering Customer Value

Group Members: Saktis Kannan Mahaletchumi Malvir Singh Arya Karimi

TP016729 TP017264 TP020138 TP013551

Question1(a)-Learning Organization
According to Ron Yong (2009), learning organization is the capability to effectively tap into peoples commitment and capacity to learn at every level in its hierarchy. According to Mark K. Smith(2001), which have define earlier by Peter Senge(1990) clarify that learning organization is a place where people continually expand their capacity to create results they truly desire, where new and expansive patterns of thinking are nurtured, where collective aspiration is set free and where people are continually learning how to learn.

 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 into knowledge-accessible to the whole organization, and relevant to its core purpose.

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 solve issues, 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

 Mental Models
The process begins with self-reflection; unearthing deeply held belief structures and generalizations, and understanding how they dramatically 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.

 Team Learning
is important because modern organizations operate on the basis 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).

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.

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 organizational behavior.

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.

Impact
By applying system management organizations will be : Able to have an Increased level of performance in delivering customer value.

Able to keep track if objective is met and also set problem handling processes.
Able to produce lean production by lead time to deliver high quality customer value.

Single Loop
Single loop is about following a set of rules while producing effort to correct a problem. Focuses mainly on actions for the output to be right and not assumptions or any other behavior.

Organizations and employees learns new skills through improvement.

Double Loop
Double loop is about breaking the rules set in single loop in order to ensure that repetition of problems does not occur. Is also mainly about the reasons on why a solution for an organizational problem works.

Mainly focuses on questions that can help to improve and develop new knowledge.

Triple Loop
The reflect or feedback of believes , values, thoughts and how this is related to organization or employees actions. Focuses mainly on making employees to learn on how to learn. Therefore, there will be changes on the overall behavior or strategy when triple loop is applied.

Major Differences
Type of Loops Single loop Characteristics Following the rules. Fits into Action and Outcome. Impact Organizations will keep repeating the same mistakes. Types of learning For Improvement.

Double loop

Changing the rules.

Framework.

Fix the mistakes and will identify the causes from framework. Enables to understand more about oneself and also others perceptions.

For further understanding and improvement. For transformation, understanding and also improvement.

Triple loop

Learning about learning.

Context.

Impact of the theories

Context Framework Actions Outcome

Question 1(c)
What is internal marketing ?! Team learning and its impacts Shared vision

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.

 Internal marketing functions to motivate their customer contact employees and supporting service people to work as a team to deliver customer value.
Customer also consists internal customers. As internal customers are motivated, service provided to external customers will be excellent. Communication is efficient.

 Team learning provides solutions to business problems and most problems involves customer. Trough this, businesses finds solution in delivering the right value to customers. Involves continuous improvements as customer preferences changes with time. Team learning encourages individuals to take part in dialogue and discussion where customer contact employees can provide feedback to gain customer value.

 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.

 Shared vision allows everyone to work together which means customer also works together with the organization so that their needs and wants can be satisfied.

Shared vision inspires people in an organization to work towards the objective.

Reference for Question 1(a)- Saktis

Smith M.K.(2001) Peter Senge 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 and knowledge driven. [Online] Available at: http://www.knowledgemanagement-online.com/km-principle-be-both-a-learning-organizationand-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.htm Access on: 4 May 2012 Mark K. Smith(2001), Peter Senge and the Learning Organization. [Online: E-Journal] Available at: http://www.leadingtoday.org/weleadinlearning/msapr03.htm Access on: 5 May 2012

Reference for Question 1(c)Malvir & Arya

Kotler, Armstrong . (2010). Internal Marketing. Available: http://www.marketingteacher.com/lessonstore/lesson-internal-marketing.html. Last accessed 1st May 2012. George, W. (2002). Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level. Available: