Organizational learning through the process of enhancing information systems

Business publications have embraced the idea of learning as crucial to empowering individuals and helping them manage the surprises inherent in a dynamic environment. While many agree about the importance of learning, there is little research about the practical mechanisms used to transfer knowledge from the individual to the organization. Computerized information systems codify the established procedures of an organization. Changes to those systems could represent new knowledge, now shared with the entire organization. The process of software enhancement is an opportunity to view a method of knowledge transfer. This research examined the software enhancement process in 15 work groups at five organizations. Enhancement requests in the work groups were reviewed to determine their underlying causes. It was found that software enhancement is a manifestation of organizational learning, since the learning from individuals is disseminated to other members of the organization when software is enhanced.