Transforming anglian water

Introduction

It is believed that survival of an organization in contemporary era of globalization & liberalization is directly correlated to the extent to which it utilizes advanced information technology tools and practices Total Quality Management.

The concept of “Learning Organization” was introduced by Chris Argyris and further researched and explained by Sange (1990). Sange defined Learning Organization as the organization "in which you cannot not learn because learning is so insinuated into the fabric of life." He further defines Learning Organization as "a group of people continually enhancing their capacity to create what they want to create."

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Chris Argyris differentiates between first order or single loop learning versus second order or double loop learning.  Learning is further explained as detection and correction of errors. Single loop learning detects the errors and then functions within the construct of organization’s governing variable to achieve the desired result. Double loop learning challenges the governing variable itself and aims at producing drastic cultural changes within the organization. Argyris further divides organizations into Model I and Model II. Model I represents the traditional bricks and mortar culture, a few characteristics of which are: Achieve the purpose as the actor defines it, Win, do not lose, Suppress Negative Feelings, Advocating courses of actions which discourage inquiry, Defensive relationships, low freedom of choice.

Model II represents a learning organization, the characteristics of which are: Valid Information, Free and Informed choice, Internal Commitment, Sharing control, Surfacing conflicting view, Minimally defensive relationships, High freedom of choice, Increased likelihood of double loop learning.

Considering the above view point, Anglian water clearly falls in the Model II category of double loop learning. In the 1990’s it diversified into new markets, conducted employee satisfaction surveys and acted on the results of it. The Management clearly had a vision to introduce and sustain drastic cultural changes and move towards becoming a learning organization. This was achieved to a great extent through employee empowerment & implementation of ‘transformation journey’ which enabled incumbents at all levels to develop attitudinal and behavioral change to be able to cope up with turbulent and uncertain environment.

Argyris further introduces us to the concept of triple loop learning (Learning how to learn) which is in continuation to single loop (What to do); Double Loop (Learning what to do). Triple Loop Learning questions the structures and strategies of learning; and how our mental map affects the way we behave. It is considered as the highest level of organizational learning and restructuring. Triple loop learning leads to restructuring of current systems and processes. Dialogues are initiated with in the organization in the form of “collective mindfulness” to understand the basis of existence of hierarchies; policies, procedures etc and RESTRUCTURING within the organization takes place.

A Learning Infrastructure is created where existing structure is studied, dialogue is initiated and new and more effective structures are proposed. Focus then is on developing competencies and skills of individuals – teams – organization and hence emerges a Learning Organization. Anglian Water as an organization seems to have all the characteristics that the Triple Loop learning mentions as that of a Learning Organization. At Anglian water, face to face communication is given utmost importance amongst employees; university of Water was established to integrate , support and accredit all forms of learning; develop skills and competencies that was required to move Anglian water to the 21st century and place it as a global player.

Peter Senge (1990) remarks “The rate at which organizations learn may become the only sustainable source of competitive advantage”. He differentiates between adaptive and generative learning. Adaptive Learning is the initiation of a company into the community of Learning Organization. Generative learning utilizes the power of creativity and innovation to reconstruct those systems and processes that govern consequences. Senge, in his much acclaimed book The fifth discipline explains the five disciplines which according to him are cucial in building a learning organization.

The first discipline Personal Mastery concentrates on learning of each and every individual in the organization resulting in Learning organization as a whole. Individual goals and tools to measure the proximity to these goals are developed. Significant evidence of Personal Mastery can be found at Anglian water through the introduction of the concept of travelers whose four guiding principles were a willingness to get to know myself, a desire to develop myself, a desire to develop my full potential with and through others, an ability to link my personal development to the development of Anglian water.

The second discipline of Mental Model is the framework of cognitive processes of our mind which determines our thought and action process. Argyris concept of theories of action is similar to the Mental Model concept and govern actual behavior. Espoused theory is what we would like others to believe as our actual action theory. Anglian Water does not seem to have incorporate the Mental Model theory in its learning curve. The third principle of systems thinking or the ability to see interrelationships / circular causations (where a variable is both the cause and effect of another)is prevalent in the practice of Transformation Journey , Total Quality Management , Change Agent Networks.

The Fourth principal of shared vision (build on individual vision of it’s members) is not well supported at Anglian Water. While the vision and value statements were rolled out in the 1990s it is unclear if these were created through the interaction between leaders and employees of the organization. It seems more likely that the vision and values were communicated from top to bottom. The fifth discipline of team learning or “genuine thinking together” was highly encouraged by the leadership at Anglian water and is corroborated with the team and group formations through the methodology of Transformational Journey.

Victoria Marsick states that learning organizations involve deep change in the mind sets of people as well as the culture of the organization and socities. Gephart , Marsic & Van Buren 1997 emphasize on Continuous Learning at the system level which at Anglian Water was initiated in the form of Transformational Journey and University of Water. Knowledge generation and sharing was made possible through the introduction of University of Water which aimed at acknowledging, integrating, supporting and accrediting all forms of learning in the company. The concept was further given a boost with the establishment of an intranet for information exchange and communication.

Systematic Thinking capacity which enables employees to identify linkages and feedback loops. The presence of the concept of systematic thinking can be illustrated by the feedback statements of employees on the Journey being a good learning experience OR the findings of the employee satisfaction survey that clearly demanded a cultural change in Anglian Water.

Greater Participation and accountability by a larger percentage of employees is promoted by Anglian Waters through various methods such as ‘employee satisfaction survey’ , ‘employee empowerment’ , ‘transformational journey’ that saw the participation of more than 3000 employees, new ‘HR Performance Management Policies’. Culture and structure of rapid communication and learning was introduced with the advent of the 2 year long traveler role and Aqua University. Rapid communication was facilitated through the installment of Intranet.

Bibliography

Peter Sange, Fifth Discipline

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