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- catalog abstract "We propose that research on problem solving behavior can provide critical insight into mechanisms through which organizations resist learning and change. In this paper we describe typical front-line worker response to obstacles that hinder their effectiveness and argue that this pattern of behavior creates an important and overlooked barrier to organizational change. Past research on quality improvement and problem solving has found that the type of approach used affects the results of problem solving efforts but has not considered constraints that may limit the ability of front-line workers to use preferred approaches. To investigate the actual problem-solving behavior of front line workers, we conducted 197 hours of observation of hospital nurses, whose jobs present both clinical and system problem-solving opportunities. We identify implicit heuristics that govern the problem-solving behaviors of these front line workers, and suggest cognitive, social, and organizational factors that may reinforce these heuristics and thereby prevent organizational change and improvement.".
- catalog contributor b12209073.
- catalog contributor b12209074.
- catalog contributor b12209075.
- catalog contributor b12209076.
- catalog created "c2001.".
- catalog date "2001".
- catalog date "c2001.".
- catalog dateCopyrighted "c2001.".
- catalog description "Includes bibliographical references.".
- catalog description "We propose that research on problem solving behavior can provide critical insight into mechanisms through which organizations resist learning and change. In this paper we describe typical front-line worker response to obstacles that hinder their effectiveness and argue that this pattern of behavior creates an important and overlooked barrier to organizational change. Past research on quality improvement and problem solving has found that the type of approach used affects the results of problem solving efforts but has not considered constraints that may limit the ability of front-line workers to use preferred approaches. To investigate the actual problem-solving behavior of front line workers, we conducted 197 hours of observation of hospital nurses, whose jobs present both clinical and system problem-solving opportunities. We identify implicit heuristics that govern the problem-solving behaviors of these front line workers, and suggest cognitive, social, and organizational factors that may reinforce these heuristics and thereby prevent organizational change and improvement.".
- catalog extent "26 p. :".
- catalog isPartOf "Working paper (Harvard Business School. Division of Research) ; 01-073.".
- catalog isPartOf "Working paper / Division of Research, Harvard Business School ; 01-073".
- catalog issued "2001".
- catalog issued "c2001.".
- catalog language "eng".
- catalog publisher "[Boston] : Division of Research, Harvard Business School,".
- catalog title "When problem solving prevents organizational learning / Anita L. Tucker, Amy C. Edmondson, Steven Spear.".
- catalog type "text".