A study learning organization application among employees in the counter service in Kota Kinabalu City Hall / Kimberly Anthea Jinidu and Mohd Azrizan Jaafar

Learning Organization has become the buzzword in management. This is due to the nature of Learning Organization that emphasize on knowledge and continuous learning. Nonaka (1991) implies knowledge is important these days especially in building human capital that will help to improve the performance of organization. This can be the competitive advantage of Kota Kinabalu City Hall (KKCH) if it applies the concept of Learning Organization. Knowledge facilitates Learning Organization and without knowledge learning cannot be done. According to Ortenbald (2004), Learning Organization is where an organization facilitates the learning of its members and continuously transforms itself. In this research, we want to study on the application of Learning Organization among the counter service employees at KKCH. This will help us to find the relationship of Learning Organization and the performance of counter service employees.

Kota Kinabalu City Hall (KKCH) is a local council which administers the city of Kota Kinabalu, Sabah, Malaysia. In the government structure it is under the Chief Minister's Department. Kota Kinabalu City Hall wide function is to deliver services to the public. So, it is crucial for Kota Kinabalu City Hall to have a better service delivery. Hence, one of the key factors for a good service delivery would be the superior job performance of employees. We believe that the front line or the counter service employees are the pivotal actors in ensuring a good service delivery.