Corpus ID: 55310321

Learning from chaos: the advent of antifragility in service organizations

  title={Learning from chaos: the advent of antifragility in service organizations},
  author={Ayham A. M. Jaaron and C. Backhouse},
This paper presents a novel form of service operations design that can build an "antifragile" organization to learn from disruptions. Two case studies were conducted in the UK insurance sector using in-depth interviews supported by documented evidence. The findings suggest that this novel approach expressed as the Vanguard Method is likely to enhance organizational "antifragility" by promoting a multilevel driver for learning from stressors. These levels being: 1) the macro level of clarity on… Expand

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