Continuous Learning and Improvement is one of the 8 dimensions of the CX-Centric Customer Centricity Model. We define this dimension as a multilevel process where members individually and collectively acquire knowledge by acting together and reflecting together. The survival of any organization, particularly a profit-oriented organization depends to a large extent on how well it can adapt to environmental changes, respond to change, and operate more effectively. All these tasks require the organization to learn continuously.

A learning culture is important for an organization to continue to innovate in order to maintain its existence. There are many benefits of creating a strong learning culture of an organization, including: 

• Increased productivity

• Increases profits; 

• Reduces employees turnover due to increased job satisfaction 

• Improves standards by creating a mindset for a continuous improvement

• Joint ownership for projects and mutual accountability for results

• Develops leaders at all levels that helps succession planning

• Creates a culture of inquiry

• Increases the ability of individuals and teams to embrace and adapt to changes. 

A learning culture has an inverse relationship with employee’s negative responses to mistrust and workplace security problems. In addition, a learning culture also has a strong positive relationship with the incorporation of technological innovation into daily work activities. 

How to build a continuous learning and improvement environment within the organization:

1. Continuous learning begins with leaders

When employees see that their Manager or Supervisor is fully engaged and supportive of learning and development initiatives, it creates an atmosphere that promotes continuous learning.

Sometimes it is difficult for employees to take time away from daily work tasks because there is an impression that management may not approve.

Show employees that it is important and valued by becoming a role model.

2. Create a learning plan for Continuous Learning

When continuous learning becomes part of the way a business runs, employees are more apt to engage in it. This means defining the business goals of what is hoped to be achieved and creating an actionable plan around how to support it.

Engaging in dialogue about continuous learning means that employees will not only see that the organization is genuine about supporting learning initiatives, but that efforts are being offered to make it a reality.

The plan can include what resources or support individuals may need or the types of learning that can be offered, such as mobile learning or mentoring.#

3. Provide the resources and time for continuous learning

The main component of creating a learning environment is time and resources. These need to be available to employees.

This can come in all shapes and forms, depending on the needs of the organization, department, or individual employees.

Some ideas include:

• Establish a personal development plan with each employee to identify what they may want to learn in order to foster encouragement and initiative

• Hold Lunch & Learns during the lunch break to encourage employees to present and apply what they’ve learned

• Devote dedicated time to employees to engage in training or learning

• Attend team workshops or events

• Provide access to professional resources via subscriptions or memberships

• Provide access to online learning for self-paced courses

• Organize mentorship or coaching opportunities

• Create a learning “task-force” that enables employees to investigate and collaborate on a topic

Continuous learning and improvement is thus very important for the sustainability of the organization, as it focuses on ongoing activities to improve products, processes and systems.