Learning in Action

2

The Learning Process

Organizational learning demands inquisitiveness and openness—a willingness by managers to challenge assumptions and tackle conventional wisdom. Otherwise, behavior will continue to be ruled by habit, and the status quo will remain undisturbed.

Unfortunately, most organizations have been designed with the status quo firmly in mind. They accomplish their work through what scholars call “routines,” commonly accepted practices and procedures that are uniform, unvarying, and performed without thinking.¹ Repetition and consistency, rather than new insights, are the primary goals. Examples include McDonald’s strict standards for cooking burgers and fries, timed tasks on an assembly line, and rules for processing travel vouchers ...