W4 - Van Steenbergen et al LEARN framework

Question 1

Organizational culture

Answer 1

The set of shared, take-for-granted implicit assumptions that a group holds and that determines how it perceives, thinks about and reacts to its various environments

Question 2

Value in creating an error management culture

Answer 2

• Stimulates learning within organizations
• Stimulates ethical behavior and prevents misconduct
• Motives employees to actively search for information and feedback from customers
• Leads to improved performance

Question 3

Main findings - 13 financial Dutch corporations

Answer 3

• Employees perceive open and honest communication about errors and that sufficient time is taken to analyze errors
• Potential to learn from errors and for communicating a clear vision from the top and stimulating error management by direct managers is not fully realized
• The better the tone at the top, the more positive the error management culture

Question 4

LEARN framework

Answer 4

Let the board take ownership
Engage employees
Align structure and culture
Refocus from person to system
Narrate the best examples

Question 5

Tone at the top

Answer 5

The board taking ownership for such a culture and stating its vision on error management

Question 6

Engage employees

Answer 6

Direct managers need to engage and invite employees to help think about the best way to manage errors actively and sincerely

Question 7

Align structure and culture

Answer 7

When structure and culture are misaligned, employees receive mixed signals about the desired behavior - managers should put on a practical system in place to report errors

Question 8

Refocus from person to system

Answer 8

It is essential to also focus on what can be learned from the error, at the individual and team level and at the organizational level by sharing the error

Question 9

Narrate best examples

Answer 9

A regular visit from top managers to departments that score high on error management culture and sharing the best examples and emphasizing the positive side helps increase effectiveness of the change process

Question 10

Positive psychology

Answer 10

Relevant for building an error management culture because it informs us that narrating the best examples abnd emphasizing the positive side helps increase effectiveness of the change process