ABSTRACT
This chapter involves research, though in an eclectic fashion that tends to draw heavily on qualitative research methodologies. On that basis, organizations that engage in monitoring, evaluation and quality improvement activities can claim to be on the way towards being a learning organization, that is, one that, according to Garvin: is skilled at creating, acquiring and transferring knowledge, and at modifying its behaviour to reflect new knowledge and insights. Additionally, research activities of a monitoring, evaluation and improvement kind during the processes of production and delivery of a good or service are needed. These types of research are necessary to ensure that the quality of what is provided at least meets the customer's needs and, if possible, actually exceed them. One of the key aspects to be found in all of these approaches is that they are concerned with quality improvement and the 'transformation of organizations and communities towards greater effectiveness and greater justice'.
