Archives for August 24th, 1998

FOCUSING LEARNING ON CUSTOMER SERVICE

Abstracts, PublicNet: 24 August, 1998

Woods G, Lantsheer C, Clark R E The Learning Organization, (UK), Vol 5 No 2 98 Start page: 74 No of pages: 9

Reports research that indicates the training which has a ‘customer service’ focus produces different knowledge and organizational results from training which is job and task focused. Describes a training programme that focused on customer satisfaction, designed for the European Patent Office and assesses the success of this approach to training. Outlines the content of the training, which was designed to improve the way that people chair the oral hearings involving technical and legal disputes, and which focused on how the people involved in the hearings (the customers) were treated during the proceedings. Sets out the training methods used, including the use of role play and feedback, and explains the way that the learning is structured. Concludes that the training was very successful, achieving major improvements in the way that the hearings were handled.

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MORE DETAIL ON THE LOTTERY MONEY TO GO TO HEALTH AND EDUCATION

Headlines, PublicNet: 24 August, 1998

New directions have been published which the Government says will ensure
lottery money going into education and health will back up Government policies
and strategies already underway in these areas.

Due to the success of the National Lottery, a New Opportunities Fund is being
set up to distribute a billion pounds to new projects beyond the arts, heritage
and sport, which are already regular beneficiaries.

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NHS TO SAVE UP TO 45 MILLION POUNDS ON INSURANCE PREMIUMS

Headlines, PublicNet: 24 August, 1998

The Government has announced plans to get rid of one of the more wasteful
aspects of the internal market in the NHS. It is allowing the NHS to pool its
resources over insurance.

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KNOWLEDGE MANAGEMENT AND ORGANISATIONAL DESIGN

Book News, PublicNet: 24 August, 1998

Paul S. Myers (Manager, Ernst & Young Centre for Business Innovation, Boston, USA)

This collection of essays examines how the management of an organization shapes the levels of knowledge transfer, innovation and learning. It draws upon 50 years of management thinking and presents issues facing knowledge-intensive organizations with examples from real management experience. The chapters are arranged thematically and discuss decision-making, organisation structure, innovation, strategic alliances and power relations. The study draws together the work of economists, sociologists, psychologists, management thinkers and practitioners. Represented in this volume are the ideas of academics including the late economist Frederick Hayek and the French sociologist Michael Crozier as well as management thinkers such as Harvard Business School Professor Rosabeth Moss Kanter and Charles Handy.

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