Delivering Customer Value

7/31/2019 Delivering Customer Value

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Delivering Customer Value BM009-3-2-DCV

Group Presentation :

Learning Organization Theories And Delivering Customer Value

Group Members: Saktis Kannan TP016729

Mahaletchumi TP017264

Malvir Singh TP020138

Arya Karimi TP013551


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According to Ron Yong (2009), learning organization isthe capability to effectively tap into peoples commitmentand capacity to learn at every level in its hierarchy.

According to Mark K. Smith(2001), which have defineearlier by Peter Senge(1990) clarify that learningorganization is a place where people continually expandtheir capacity to create results they truly desire, wherenew and expansive patterns of thinking are nurtured,

where collective aspiration is set free and where peopleare continually learning how to learn.

Question1(a)-Learning Organization


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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 intoknowledge-accessible to the whole organization, and relevant

to its core purpose.


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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 solveissues, 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


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Mental Models The process begins with self-reflection; unearthing deeply held belief

structures and generalizations, and understanding how theydramatically 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.


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Team Learning

is important because modern organizations operate on thebasis 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).


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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.


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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 organizationalbehavior.


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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.


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Impact

By applying system management organizations

will be :

Able to have an Increased level of performance indelivering customer value.

Able to keep track if objective is met and also setproblem handling processes.

Able to produce lean production by lead time todeliver high quality customer value.


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Single Loop

Single loop is about following a set of ruleswhile producing effort to correct a problem.

Focuses mainly on actions for the output to be

right and not assumptions or any otherbehavior.

Organizations and employees learns new skillsthrough improvement.


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Double Loop

Double loop is about breaking the rules set insingle loop in order to ensure that repetition ofproblems does not occur.

Is also mainly about the reasons on why asolution for an organizational problem works.

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


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Triple Loop

The reflect or feedback of believes , values,thoughts and how this is related to organization oremployees actions.

Focuses mainly on making employees to learn onhow to learn.

Therefore, there will be changes on the overallbehavior or strategy when triple loop is applied.


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Major Differences

Type of Loops Characteristics Fits into Impact Types of

learning

Single loop Following the

rules.

Action and

Outcome.

Organizations

will keep

repeating the

same mistakes.

For

Improvement.

Double loop Changing the

rules.

Framework. Fix the

mistakes and

will identify the

causes from

framework.

For further

understanding

and

improvement.

Triple loop Learning about

learning.

Context. Enables to

understand

more about

oneself and

also others

perceptions.

For

transformation,

understanding

and also

improvement.


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Impact of the theories

Context

Framework

Actions

Outcome


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Question 1(c)

What is internal marketing ?!

Team learning and its impacts

Shared vision


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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.


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Internal marketing functions to motivate theircustomer contact employees and supporting

service people to work as a team to delivercustomer value.

Customer also consists internal customers. Asinternal customers are motivated, serviceprovided to external customers will beexcellent.

Communication is efficient.


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Team learning provides solutions to businessproblems and most problems involves

customer. Trough this, businesses findssolution in delivering the right value tocustomers.

Involves continuous improvements ascustomer preferences changes with time.

Team learning encourages individuals to takepart in dialogue and discussion wherecustomer contact employees can providefeedback to gain customer value.


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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.


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Shared vision allows everyone to work

together which means customer also workstogether with the organization so that their

needs and wants can be satisfied.

Shared vision inspires people in an

organization to work towards the objective.


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Reference for Question 1(a)- Saktis

Smith M.K.(2001) PeterSenge 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


Ron Yong (2009), KM Principle: Be both a learning organization andknowledge driven. [Online] Available at: http://www.knowledge-management-online.com/km-principle-be-both-a-learning-organization-and-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.htmAccess on: 4 May 2012

Mark K. Smith(2001), PeterSenge and the Learning Organization.[Online: E-Journal] Available at:http://www.leadingtoday.org/weleadinlearning/msapr03.htm



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Reference for Question 1(c)-

Malvir & Arya

Kotler, Armstrong . (2010).InternalMarketing. Available:http://www.marketingteacher.com/lesson-

store/lesson-internal-marketing.html. Lastaccessed 1st May 2012.

George, W. (2002).Internal marketing andorganizational behavior: A partnership indeveloping customer-conscious employees atevery level. Available:

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