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When Solving Problems Prevents Organizational Learning

Anita L. Tucker

出版	Division of Research, Harvard Business School, 2001
URL	http://books.google.com.hk/books?id=ZAqcpwAACAAJ&hl=&source=gbs_api

註釋

We propose that understanding organizational problem solving behavior and its antecedents can provide critical insight into mechanisms through which organizations resist learning and change. Specifically, this paper describes problem-solving behavior of front line workers as an important and overlooked barrier to organizational change. Past research on quality improvement and problem solving has found that the type of approach used affects the results of problem solving efforts but has not considered constraints that may limit the ability of front-line workers to use preferred approaches. To investigate the actual problem-solving behavior of front line workers, we conducted 197 hours of observation of hospital nurses, whose jobs present both clinical and system problem-solving opportunities. We identify implicit heuristics that govern the problem-solving behaviors of these front line workers, and suggest cognitive, social, and organizational factors that may reinforce these heuristics and thereby prevent organizational change and improvement.