Methodology for acquisition of collective tacit knowledge used in diagnosis of defect cause in industrial processes

Abstract

Purpose – The purpose of this paper was to build the MACTAK methodology, which aims to transform collective tacit knowledge into the explicit one using knowledge elicitation techniques, associated to quality tools structured by systemography, represent it in a symbolic language and production rules and model it in two expert systems which can assist the investigation of defect causes during the metal packaging production process. Design/methodology/approach – The method applied in the research was classified as exploratory, because a preliminary study was conducted, to better suit the mapping methodology for eliciting collective tacit knowledge, to the reality which was intended to be known. Through studies and the application of the systemography technique, a methodology for the elicitation of collective tacit knowledge has been developed. It suggests a systematic sequence of activities, to map and transform collective tacit knowledge into the explicit one, on the production process which was studied. Findings – The types of tacit knowledge were mapped and became explicit through the application of the methodology proposed. A knowledge management system was created, as such knowledge was validated by other mechanics during their training on the shop-floor, which resulted in a structure of unique and shared knowledge. They became explicit for being stored in a knowledge base and presented to its users through the expert system. It is concluded that the methodology of acquiring collective tacit knowledge helped on the reduction of rework index by standardizing the way used to investigate the cause of the defect, in the studied company. Research limitations/implications – The MACTAK methodology was developed for exclusive use in industrial processes where the following elements are presented: process, method, environment, raw materials, labor work, measurement and machine. In this method, the detection of the problem occurs from statistical data. Practical implications – The methodology began in August 2010, and in October 2011, obtained as a result a reduction in rework cost equivalent to US$17,780.95. Originality/value – The methodology is unique, as it refers to the systematic use of knowledge acquisition techniques and tools of quality, and the methodology has a characteristic of direct application in manufacturing processes. The beneficiaries, in this case, are mechanicals of production and quality inspectors that work at the operation level in the company. For the organizational and tactical level, the beneficiaries are engineers of production.