The objective is to examine organizational learning and innovation.

Learning back in the day when someone had an issue with an organization's product one searched for the 800-number and called customer service takes me back. I wonder if anyone has tried recently to find a contact phone number for a company's customer service department? Will they even be able to find it? Or, were they asked to visit their website? Or, were they directed to their frequently asked questions (FAQ) page? Why all these questions?

Well, it seems that in a primitive sense the FAQ page serves as a repository of learning. As more and more questions are asked, answered, and saved, companies have begun to rely on the FAQ in lieu of actual customer service representatives.

I learned that we can talk about organizational learning and innovation in a similar way.

Thus, I need to ponder the following - do you know someone in your organization who 'knows everything'? What happens if that person suddenly leaves? How much knowledge is lost with his/her departure?

We had to:

• Read Organizational Learning as a Key Role of Organizational Success here ( Very sorry for the long link ): https://pdf.sciencedirectassets.com/277811/1-s2.0-S1877042816X0016X/1-s2.0-S1877042816311296/main.pdf?X-Amz-Security-Token=IQoJb3JpZ2luX2VjEFsaCXVzLWVhc3QtMSJHMEUCIQCIxxF5EJJpOdipSbUUkKgMFVTQwxv6ZGJtzhEYcj9PhAIgSL9dhfLf1k6lPFfAsJ0sbsrLxmRskYDvZAZbryVtjtkqsgUINBAFGgwwNTkwMDM1NDY4NjUiDIT8g46ubSs%2FEQ2JTyqPBfIQf0owS8nYBcbpE6ZmKwFbPu8gQXvUQzPNGbDNPQ9tEXAVFQJa9wUeR85qLXb6JUzyTB1PWO2t7hcHwLLRdj%2FmfoGN2qYeHP6UHNPhOTadSfGX1ozSWzEEI4i3bqW6n5ExV3cEhGX9J%2F0abKZzdFYpzxrYr8bfueGp6AoD3AwYDI4VlhJDC62IPZbDCVt3mHMBrjgEh%2F6hZwx8NSKVp%2Fyvu8Nt%2F06aDLiwYQOlU2wUl3JMUQOI6xF9dx4WeP8scXkmvljHE1Etacm7ywzscpKgd3bW%2FBOgIah4teaFAPuotqUOW1NVwn%2FsKPMw8Sc6KRGgmoIxVGWW4RhQVRKvewuRBVRA3onFoMIMyESWzcY9fA1V051ZTN3H%2BBFQC6vFJWf17Hd3YqDuPOSzlBaaAfX6SnCpjKFzCaiCAZpIy8vatMgBx%2FryZpaH24HQKdBsaBKxf5WV1TfbJAnMHYJC2XGUEbbwueUABY%2BBMEJS6mKh79hJQGCjW2xcG5EPMTqN%2B38Bo1%2BOcUuRsOcJZyU%2BRcHbacVV31rKYNkogp%2Bi%2Fx6HAGOD1QvZfNnRV72dPj9GYp9Z1AlQIKqebO%2BMLwxU0B%2FIx9VXYVVBXn1PNN45OhNVn6EP8H3tIMpCjWP9aSS0LwY46FKLSQI6WphOus6sZUkOqRV%2FEhSpUdPt5R41unFyutfO9aGhXSqwefzfbKhdkyx9BWUSbZckrX4J2QRcRzltpXoYpJe7PWagk%2BAoiyjWgUV1wIPWYgh3%2FOEp8f%2BOUkhtO3KPi47cF4XmK8HA47aZbM9wLYwD00QzK9kXaLdzg97W81cpUeOcFyzD5iarYEZD%2BaIR0%2FyNB2ONezdf0%2F6BhCWxBgPX8druuW18hJIw0KrTpwY6sQE11IMkSIm%2BNWC8yeXhCv7Nzk700prPWWtG2edP1sCgKU7HHhLkI4F6fyjMYdU1bCFtXbJMoR5mTZbotTZ9le%2FSRZUAennYN9R%2BWLTyPqRET0IgftCkECzFdpmj2eMjsDtZA96lVi0xy%2BGFXiGptLfs%2BHQ0fj2y96pdXi7Apz2cuZ3bR8h%2BKYg7KJudh7SY%2FRLwXk%2FDgts83jt1Od6iPQf3z%2FOa0fKzpKR6W9mAVMr%2FhmI%3D&X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Date=20230903T195629Z&X-Amz-SignedHeaders=host&X-Amz-Expires=300&X-Amz-Credential=ASIAQ3PHCVTYS5PTAVF2%2F20230903%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Signature=be02a86cb3b55b45673c231ae322f4cf763e1507523f4f1a47ea5cb86527f914&hash=925731872e038d07791e8ad57a4988a857f1df34b188162e8d33d596fc91a69c&host=68042c943591013ac2b2430a89b270f6af2c76d8dfd086a07176afe7c76c2c61&pii=S1877042816311296&tid=spdf-c4e5a9ff-586d-4974-b9a8-1ecd361a3fa1&sid=4268167a5e4c0540f56a5913a8d0121441e5gxrqa&type=client&tsoh=d3d3LnNjaWVuY2VkaXJlY3QuY29t&ua=0f105b51575f56015203&rr=80108e6a1dce02b8&cc=us
• Watch Knowledge Management and Innovation: https://www.youtube.com/watch?v=DNUwZctwwhw
• Research the concepts of organizational learning, innovation, and knowledge management for EITHER 1. Accenture (Here: https://www.accenture.com/us-en/services/applied-intelligence/search-content-analytics) OR 2. Microsoft (Here:https://www.microsoft.com/en-us/?OCID=AIDcmm549zy227_aff_7593_1243925&epi=je6NUbpObpQ-v.OCXllf0TeeHYhH7GIOMQ&irclickid=_6nkrltafr9kfb0p623dtytm0222xefqog13llhgv00&irgwc=1&ql=2&ranEAID=je6NUbpObpQ&ranMID=24542&ranSiteID=je6NUbpObpQ-v.OCXllf0TeeHYhH7GIOMQ&tduid=%28ir__6nkrltafr9kfb0p623dtytm0222xefqog13llhgv00%29%287593%29%281243925%29%28je6NUbpObpQ-v.OCXllf0TeeHYhH7GIOMQ%29%28%29)
• For either ACCENTURE or MICROSOFT, a detail of the findings of the research using the chosen firm as a foundation will need to address below two questions asked:

1. How would one address the benefits and potential drawbacks of this process?
2. What suggestions would one offer for leadership of firms not presently undertaking organizational learning and knowledge management?