Knowledge sharing to learn from error: a case study in a professional service triad

Abstract

Purpose Knowledge sharing (KS) helps employees learn from errors, but not much research has highlighted how sharing practices develop and take place in networked organizations. This study aims to explore how the professionals in a service triad develop and execute KS practices to learn from error. Design/methodology/approach A case study approach was adopted that focused on professionals working in a US-based company that was part of a health insurance service triad. The organization (“CaseCo”) processed the insurance claims filed by hospitals and doctors. The authors gathered qualitative data by conducting nine focus group discussions (FGDs) among CaseCo’s professionals. The FGDs involved a total of 51 professionals (17 women and 34 men) working in three centres of CaseCo in India. Findings The analyses revealed that error-related knowledge sharing (ERKS) practices emerge in a professional service triad (PST) through a culture of situated learning. They occur in ways that involves the use of repositories on the one hand, and connections between individuals on the other, both within and across the PST’s organizations. Such practices represent a dynamic system of knowledge stocks and flows in the PST. Originality/value To the best of authors’ knowledge, this is the first study that brings to the fore how ERKS practices develop and are executed in a professional organization in a triadic network structure.