CHAPTER 2

Question 1

Vancity

Answer 1

Canada’s largest community credit union

-doubled investment in learning & development

Question 2

organizational learning

Answer 2

process of creating, sharing, diffusing, and applying knowledge in organizations

Question 3

learning organization

Answer 3

org that creates, acquires, organizes, stars & retains information and knowledge
-uses new info to change behaviour to achieve goals & increase effectiveness

Question 4

Senge’s 5 disciplines to becoming a learning organization

Answer 4

PBM ST

1) Personal mastery
2) Building a shared vision
3) Mental models -assumptions people have about themselves and the world
4) Team learning
5) Systems thinking

Question 5

conference board of Canada’s 4 dimensions of a learning organization:

Answer 5

VCLK

1) vision
2) culture
3) learning dynamics & systems
4) knowledge mgmt & infrastructure

Question 6

explicit knowledge

Answer 6

things you can buy or trade

• patents, copyrights, intellectual property
• less than 20% of corporate knowledge is explicit

Question 7

tacit knowledge

Answer 7

learned from experience

• intuition -judgement
• almost impossible to transfer
• 80%

Question 8

intellectual capital

Answer 8

HRRCS
org’s knowledge, experience, relationships, process discoveries, innovations, community influence
-knowledge of value - grows with use
-5 types: human, renewal, structural, relationship, customer

Question 9

human capital

Answer 9

KSAOs of employees

Question 10

renewal capital

Answer 10

intellectual property

Question 11

structural capital

Answer 11

formal systems & informal relationships that allow employees to communicate, solve problems, and make decisions
-set of structures, routines, information systems that stay behind when employees go home (policies & procedures)

Question 12

relationship capital

Answer 12

org’s relationship with suppliers, customers, competitors that influence how they do business
-source of competitive advantage

Question 13

customer capital

Answer 13

value of org’s relationships with customers

Question 14

knowledge mgmt

Answer 14

AIDRU

• knowledge acquisition
• knowledge interpretation (mental models)
• knowledge dissemination (knowledge sharing/hiding)
• 76% of employees withheld knowledge from co-workers
• knowledge retention
• knowledge utilization

Question 15

communities of practice

Answer 15

groups of employees who share similar concerns and problems and meet regularly to share their experiences & knowledge, learn from each other & solve problems
-3 characteristics: domain, community, practice