Mapping quality linkages based on tacit knowledge

A structured conceptualization method, concept mapping, is applied to visualize the conceptual domain of explicit and tacit quality linkages in a complex, causally ambiguous production system of a premium automotive OEM. Experts, intimately familiar with all facets of the conceptual domain, defined sources of quality problems and rated their impact on product quality. These inputs, formative measures for a latent construct, were used to create concept maps and clusters for the sources of quality problems. Differences and disagreements between subgroups were highlighted by pattern matching. The concept map and the preferred cluster solution, based on user-defined measures, served as inputs in the development of a causal loop diagram and an action plan for better resource allocation to specific improvement activities. The approach, using formative rather than the more commonly used reflective indicators, uses key informants and explanation building processes of high internal validity. In the spirit of the “proximal similarity model,” the presented methodology is also highly transferable to similar settings of other automotive OEMs and beyond.