Results presented in this paper are part of the research carry out on organizational learning at six decentralized government agencies of Sonora State, Mexico. The research uses the model Learning Organization (MLO) developed by Rodriguez and Trujillo (2007). The model uses two essential components: a circuit knowledge flow by learning and the facilitators which allow the circuit movement across the organization. The circuit, called “Knowledge, Organizational Learning” (KOL) is based on Kolb’s Learning Cycle (1976) and in the knowledge conversion process proposed by Nonaka and Takeuchi (1995). Particularly the analysis presented is the Organizational Learning Circuit (CAO) in the section on Customer Relationship Management (CRM), applied to such organizations would be the management for customer relations. The study analyzes the answers of ten questions from a total of sixty-two.
|Estado de la publicación||Publicada - 24 ago 2013|