Knowledge creation using a structured improvement approach: Toward an integration of quality and knowledge

Many organizations are constantly finding better ways to create knowledge and improve their business processes. This dissertation studies the process of knowledge creation using a structured improvement approach such as Six Sigma. A structured improvement approach is defined as a formal methodology institutionalized in an organization for problem-solving activities, while Six Sigma is a systematic quality program for designing and improving organization processes, products, or services through the use of statistics and the scientific method.; Although there is vast literature in both the quality and organizational learning fields, research in Six Sigma and knowledge management is only emerging. Specifically, the connection between knowledge management and Six Sigma has not been studied. Using Six Sigma as an example of a structured improvement approach, this research investigates how knowledge is created using a generalizable structured improvement approach. To study knowledge creation using a structured improvement approach, we investigate two contrasting perspectives of the knowledge-creation process. These two perspectives rely on two fundamentally different assumptions. One assumes that knowledge creation can be controlled, while the other assumes knowledge creation cannot be controlled but instead must be enabled. From these two perspectives, an integrated theoretical framework is developed for knowledge creation using a structured improvement approach.; The research methodology combines both qualitative and quantitative methods in two phases. The case study phase begins with the initial theoretical framework built from extant literature. This framework is refined and enriched through in-depth case studies at two research sites—one in manufacturing and the other in service. The theory-testing phase tests the hypotheses generated from the resulting refined theory using project-level data at the manufacturing firm. In particular, this theory-testing phase studies the methodological and sociological aspects of the structured improvement approach by analyzing data from 188 Six Sigma projects collected via a web-based survey. The analysis is done using the structural equation modeling technique. Our results show general support for the theoretical framework with evidence suggesting two sources of knowledge creation—systematic method and motivational potential—that are distinct and independent from each other. Research findings contribute to both theory and practice.