The impact of organisational learning on service excellence in the Department of Science and Technology

Abstract

The study focuses on organisational learning in the Department of Science and Technology (DST). Attention is paid to the meaning of the concept organisational learning, prerequisites for and factors of organisational learning for service excellence, organisational learning as an important phenomenon in a knowledge based organisation such as the DST. To determine the impact of organisational learning on service excellence in the DST, the study adopted a formalised, communicative, experimental and cross-sectional form of research design. The research methodology adopted in the study is that of qualitative research method in order to find substantial evidence. The study also employs a quantitative research method to complement the qualitative method. Both non-probability and probability sampling methods were employed in the study. The sample included 55 respondents from five programmes of the DST across all levels of the organisational structure. The results indicated that the DST leadership does support service excellence, thus highlighting the importance of communication in organisational learning.