A multimedia system as an aid for selection of quality tools and techniques

Abstract

The proper use of quality tools and techniques (QT&T) is vital to the success of quality improvement efforts. QT&T are employed to help alleviate quality problems and improve business processes. However, they are often found not properly used due to users' lack of understanding. In this research, I propose a taxonomy to help quality practitioners to select proper QT&T for various application domains. The taxonomy was established based on a comprehensive literature review on various uses of QT&T in support of quality improvement. The taxonomy classifies 25 popular QT&T, based on their functionality, into five application domains, namely problem identification, problem analysis, problem prevention, ideas generation and decision making. A survey was conducted to seek the opinion of quality experts in quality software companies about the validity of the taxonomy. The survey results validate the taxonomy, which will give quality professionals a useful means to select and apply proper QT&T for their quality improvement efforts. I have conducted an empirical research on the use of QT&T. The survey results indicate that the use of QT&T is associated with two influencing factors: 1) lack of understanding, and 2) lack of training and education. A Multimedia-based Advisory System for Selecting QT&T (MBAQ) was developed. The objective of the multimedia-based advisory system is to assist the user in identifying the appropriate QT&T according to the problems that the quality practitioners face. System evaluation was conducted and 64% and 86% of the respondents (36 potential users) agreed that MBAQ could help the practitioners select the proper QT&T, and learn their use respectively. About 80% of the respondents agreed that MBAQ could provide better training to staff as it is an effective means for learning QT&T.