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Developing learning capabilities through a quality management program

Author

Listed:
  • Claudia A. S. Araújo
  • Elaine Tavares
  • Eduardo Raupp de Vargas
  • Eduardo Rocha

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.

Suggested Citation

  • Claudia A. S. Araújo & Elaine Tavares & Eduardo Raupp de Vargas & Eduardo Rocha, 2015. "Developing learning capabilities through a quality management program," The Service Industries Journal, Taylor & Francis Journals, vol. 35(9), pages 483-498, June.
    • Handle: RePEc:taf:servic:v:35:y:2015:i:9:p:483-498
    DOI: 10.1080/02642069.2015.1042972
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    Cited by:

    1. Mohammad Fakhrulnizam Mohammad & Rusli Abdullah & Marzanah A. Jabar & Rozi Nor Haizan & Nor Aida Abdul Rahman, 2018. "Towards The Integration Of Quality Management System And Knowledge Management System In Higher Education Institution: Development Of Q-Edge Kms Model," Acta Informatica Malaysia (AIM), Zibeline International Publishing, vol. 2(2), pages 4-9, February.
    2. Alexandre Marinho & Claudia Affonso Silva Araújo, 2021. "Using data envelopment analysis and the bootstrap method to evaluate organ transplantation efficiency in Brazil," Health Care Management Science, Springer, vol. 24(3), pages 569-581, September.

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