Framework for the generic process of diagnosis in quality problem solving

Abstract

This study looks at the problem of determining root causes, presenting an artefact (Causal Determinant) composed of procedures and coded algorithms in software for the purpose of identifying the potentially most relevant cause for a given effect. The design science research approach was used to develop, test and prove the utility of the Causal Determinant artefact. A total of 95 cases were studied at 32 small, medium-sized and large companies. An analysis of the perception of these users showed the easy operation and the effectiveness of the Causal Determinant artefact for selecting a root cause easily and coherently within a set of probable causes of the effect in question. The difficulty in finding the root cause of a problem is one of the most important aspects in the field of total quality management (TQM). A technique that can determine root cause with logical security and at low cost is surely welcome. This paper contributes with a conceptual framework for the generic process of diagnosis in quality problem solving. Large, medium-sized and small industries can apply the proposed method as a system of TQM to determine the root cause of a problem. The output of the method also provides a ratio of importance for each causal factor. This article presents a possible and practical solution for situations faced by organisations in the field of TQM.