| Informal learning constitutes the bulk of learning that takes place within the workplace and occurs most often when an individuals job scope expands. Organizations are increasingly expecting their frontline employees to solve operational problems, creating a "new" space for learning to occur. Problem solving, by virtue of its action orientation, provides the opportunity for creating experiences that lead to informal learning. However, problem solving represents one of the most neglected areas of research in the workplace, particularly within the context of manufacturing. Further, the literature has failed to capture, from the standpoint of the workers themselves, the intersection between the gaining popularity of knowledge management and the increased expectation for frontline employees to solve operational problems on their own.;The purpose of this qualitative study was to explore the informal learning associated with the problem solving process of machine operators within the context of their everyday work. Hence, the research question: What is the nature of the informal learning associated with the problem solving process of machine operators within the context of their everyday work? Using the critical incident technique, twenty machine operators from three manufacturing organizations were interviewed individually, with eight of the twenty participating in a follow-up focus group session.;The findings show that first, learning is perceived by machine operators to be intimately bound up with problem solving. Second, the problem solving process is triggered by an incident which leaves them frustrated, confused and uncomfortable. The process of regaining equilibrium or certainty is inherently social in nature and is guided by personal strategies to achieve balance. Third, problem solving and learning are part of an ongoing process of becoming a machine operator, with three definable phases. Fourth, the consequences of the learning process results in several kinds of knowledge. The main conclusion of this study was that nature of informal learning of machine operators is shaped by the dialogic relationship between the worker, the task and the machine, within a broader community of practice.;This study has enhanced the understanding of the informal learning associated with the problem solving process of machine operators within the context of their everyday work. This enhancement of understanding has implications for both theory and practice. The implications for theory center upon the integration of cognition and social theories of learning, while the implications for practice range from how work is structured to the use of authentic problems in higher education. Recommendations for further research touch upon both methodology and theory. |
