Knowledge Promotes Quality Management: A Case Study of Quality Problem-Solving in Two Automotive Plants

Abstract

Quality management is a vital link to ensure product quality in the automobile production process. This paper investigates problem-solving of two automotive plants and explores the factors that influence the quality improvement in the organisation. The case studies analyse the status quo and problems in the quality management organisation, problem-solving process, and team, as well as quality management information system with particular emphasis on how each plant uses data, information, and knowledge to solve quality problems from the perspective of knowledge management. The result shows that there is a lack of utilisation of data, information, and knowledge in problem-solving. Based on the analysis result and the demands of plants for improving the efficiency and effectiveness of problem-solving, we propose a knowledge management based intelligent problem-solving system (IPSS). At the same time, a five-tier environment construction for the successful implementation of IPSS is proposed. The main shortcomings identified are common to many other plants and companies worldwide. The suggestions and proposals put forward are of great significance for manufacturing enterprises to improve the efficiency and effectiveness of quality problem-solving.