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Organizational Learning for Incident Management Process: Lessons from High Reliability Organizations

Dimension Value
  • Type of the Research Result
  • Empirical Study
    • Observation Results
  • Current Status of Development
  • Not specified
  • Number of Cases
  • Not Specified
  • Functional Area
  • Coordinating Processes
    • Management of Values and Culture for Product-Service-Systems
  • Company Size
  • Not Specified
  • Lifecycle Phase
  • Not Specified
  • Types of Customers of Value Bundles
  • Businesses
  • Industry Sector
  • Banking and Insurance
  • Standardization
  • Not Specified

Through a case study of the IT Incident Management process at a large European financial services provider, authors investigate how people involved in a process of such a mainstream organization, where reliability is of great concern, can learn from High Reliability Organizations HROs to achieve a greater reliability while working efficiently. It appears that the characteristics that make an HRO distinct from other organizations are – at least to some extent – present in the IT Incident Management process.

This research result was described by Sanja Tumbas (28. April 2011 - 22:31)
This research result was last edited by Sanja Tumbas (26. November 2011 - 1:10)

Further information

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