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dc.contributor.advisorNasmyth, Guy
dc.contributor.advisorWhite, Darrell
dc.contributor.advisorGilpin-Jackson, Yabome
dc.contributor.advisorHarris, Brigitte
dc.contributor.authorTomkins, Kevin
dc.date.accessioned2014-04-22T20:12:29Z
dc.date.available2014-04-22T20:12:29Z
dc.date.issued2014-04-22
dc.date.submitted2013
dc.identifier.urihttp://hdl.handle.net/10170/700
dc.description.abstractThis organizational leadership thesis explored how becoming a learning organization could support Servus Credit Union's increased focus on sales to enhance the customer experience and adhered to the Royal Roads University Research Ethics Policy. An appreciative stance was applied within an action research methodology to enhance the understanding of what is involved in being a learning organization. Four interviews were conducted with external participants to learn from their experiences with learning organizations. An internal focus group was then conducted with Servus Credit Union District and Regional Managers to further explore what would be required to create an exceptional customer experience and to continuously improve. The following recommendations emerged from the research: involve employees in revitalizing the vision, mission, and values; integrate the vision, mission, and values into the performance management process; formalize a leadership development program; establish a cross-functional innovation team; and engage customers to understand their needs.en_US
dc.subjectCredit Unionen_US
dc.subjectCustomer Experienceen_US
dc.subjectLeadershipen_US
dc.subjectLearning Organizationen_US
dc.subjectOrganization Changeen_US
dc.subjectSalesen_US
dc.titleBecoming a learning organization for the members of Servus Credit Unionen_US
dc.degree.nameM.A. in Leadershipen_US
dc.degree.levelMastersen_US
dc.degree.disciplineSchool of Leadership Studiesen_US


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