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The purpose of this paper is to investigate whether first level measures in the Balanced Scorecard (BSC) declaring a cause-effect relationship by design are composite indices of lower measures, and if they converge into a single factor as is traditionally accepted in the BSC literature.

This study reports results of a quantitative case study that focusses on an Ontario (Canada) community hospital that has been using the BSC.

The results of this study challenge the cause-effect assumption of the BSC, particularly in a cascading context, and suggest that a lack of attention of how composite indices of lower measures converge into a single higher level measure may be the reason for ineffective use of the BSC.

The BSC is a dynamic tool; as such there are several measures that have a very short history, thus limiting the observations available to be used in statistical models.

A key recommendation for practice that emerges from this study is the need to test if lower level metrics do merge naturally in the upper level measure of the BSC; if not, the upper level measure might not be linked to other measures rendering the BSC ineffective in the context of causality.

Although several studies have argued in favour of the cause-effect relationship of the BSC, none of those found in the literature have paid attention to the way in which first level measures are constructed. This may explain why certain measures are linked, while others are not, to those that are calculated as composite indices of several lower level indicators.

The application of lean and quality improvement methods is very common in process improvement projects at organisational levels. The purpose of this research is to assess the adoption of Lean Six Sigma™ approaches for addressing a complex process-related issue in the coal industry.

The sticky coal problem was investigated from the perspective of process-related issues. Issues were addressed using a blended Lean value stream of supply chain interfaces and waste minimisation through the Six Sigma™ DMAIC problem-solving approach, taking into consideration cross-organisational processes.

It was found that the tendency to “solve the problem” at the receiving location without communication to the upstream was, and is still, a common practice that led to the main problem of downstream issues. The application of DMAIC Six Sigma™ helped to address the broader problem. The overall operations were improved significantly, showing the reduction of sticky coal/wagon hang-up in the downstream coal handling terminal.

The Lean Six Sigma approaches were adopted using DMAIC across cross-organisational supply chain processes. However, blending Lean and Six Sigma methods needs to be empirically tested across other sectors.

The proposed methodology, using a framework of Lean Six Sigma approaches, could be used to guide practitioners in addressing similar complex and recurring issues in the manufacturing sector.

This research introduces a novel approach to process analysis, selection and contextualised improvement using a combination of Lean Six Sigma™ tools, techniques and methodologies sustained within a supply chain with certified ISO 9001 quality management systems.

In implementing Six Sigma and/or Lean Six Sigma, a practitioner often faces a dilemma of how to select the subset of root causes from a superset of all possible potential causes, popularly known as root cause analysis (RCA). Generally one resorts to the cause and effect diagram for this purpose. However, the practice adopted for identification of root causes is in many situations quite arbitrary and lacks a systematic, structured approach based on the rigorous data driven statistical analysis. This paper aims at developing a methodology for validation of potential causes to root causes to aid practitioners.

Discussion has been made on various methods for identification and validation of potential causes to root causes with the help of a few real life examples for effective Lean Six Sigma implementation.

The cause and effect diagram is the frequently adopted method for identifying potential causes out of a host of methods available for such identification. The method of validation depends on the practitioners’ knowledge on the relationship between cause and effect and controllability of the causes.

The roadmap thus evolved for the validation of root causes will be of great value to the practitioners as it is expected to help them understand the ground reality in an unambiguous manner resulting in a superior strategy for cause validation and corrective actions.

Football is significant in the global economic context. However, the same significance is not identified in the value added to the chain, as the elements that make it up act in a disintegrated and independent manner with undesired effects. Consequently, it is necessary to structure the undesired effects to seek the basic causes that sustain this problematic situation. Thus, this paper aims to use a CRT to structure the undesired effects and basic causes that limit the positive economic impacts of the south Brazilian football value chain.

A semi-structured questionnaire was applied with questions about the existing constraints. Based on the answers in the interviews, the current reality tree was elaborated, premised on identifying the basic causes that sustain the undesirable effects detected.

Among the main results, it was identified that management problems of the traditional leaders of football clubs and federations are considered the main reason why south of Brazil football cannot fully exploit its economic potential.

It is evidenced that the paper shows the undesired effect that has the most impact on the development of this chain, and it is important to propose improvements to its root causes, aiming at greater efficacy of the resulting actions.

Learning outcomes are as follows: students will discover the importance of process orientation in management; students will determine the root cause of the problem by applying root cause analysis technique; students will identify the failure modes, analyze their effect, score them on a scale and prioritize the corrective action to prevent the failures; students will analyze the processes and propose error-proof system/s; and students will analyze organizational culture and ethical issues.

Purpose: This case study is intended as a class-exercise, for students to discover the importance of process-orientation in management, analyze the ethical dilemma in health care and to apply quality management techniques, such as five-why, root cause analysis, failure mode and effect analysis (FMEA) and error-proofing, in the management of the health-care and service industry. Design/methodology/approach: A voluntary reporting of a case of “radiation overdose” in a hospital’s radio therapy treatment unit, which led to an ethical dilemma. Consequently, a study was conducted to establish the causes of the incident and to develop a fail-proof system, to avoid recurrence. Findings: After careful analysis of the process-flow and the root causes, 25 potential failure modes were detected and the team had assigned a risk priority number (RPN) for each potential incident, selected the top ten RPNs and developed an error-proofing system to prevent recurrence. Subsequently, the improvement process was carried out for all the 25 potential incidents and a new control mechanism was implemented. The question of ethical dilemma remained unresolved. Research limitations/implications: Ishikawa diagram, FMEA and Poka-Yoke techniques require a multi-disciplinary team with process knowledge in identifying the possible root causes for errors, potential risks and also the possible error-proofing method/s. Besides, these techniques need frank discussions and agreement among team members on the efforts for the development of action plan, implementation and control of the new processes. Practical implications: Students can take the case data to identify root cause analysis and the RPN (RPN = possibility of detection × probability of occurrence × severity), to redesign the protocols, through systematic identification of the deficiencies of the existing protocols. Further, they can recommend quality improvement projects. Faculty can navigate the case session orientation, emphasizing quality management or ethical practices, depending on the course for which the case is selected.

MBA or PG Diploma in Management – health-care management, hospital administration, operations management, services operations, total quality management (TQM) and ethics.

Teaching Notes are available for educators only.

CSS 9: Operations and Logistics.

The purpose of this paper is to explore the role of qualitative research in causality, with particular emphasis on process causality. In one paper, it is not possible to discuss all the issues of causality, but the aim is to provide useful ways of thinking about causality and qualitative research. Specifically, a brief overview of the regularity theory of causation is provided, qualitative research characteristics and ontological and epistemological views that serve as a potential conceptual frame to resolve some tensions between quantitative and qualitative work are discussed and causal processes are explored. This paper offers a definition and a model of process causality and then presents findings from an exploratory study that advanced the discussion beyond the conceptual frame.

This paper first conceptually frames process causality within qualitative research and then discusses results from an exploratory study that involved reviewing literature and interviewing expert researchers. The exploratory study conducted involved analyzing multiple years of literature in two top human resource development (HRD) journals and also exploratory expert interviews. The study was guided by the research question: How might qualitative research inform causal inferences in HRD? This study used a basic qualitative approach that sought insight through inductive analysis within the focus of this study.

The exploratory study found that triangulation, context, thick description and process research questions are important elements of qualitative studies that can improve research that involves causal relationships. Specifically, qualitative studies provide both depth of data collection and descriptive write-up that provide clues to cause-and-effect relationships that support or refute theory.

A major conclusion of this study is that qualitative research plays a critical role in causal inference, albeit an understated one, when one takes an enlarged philosophical view of causality. Equating causality solely with variance theory associated with quantitative research leaves causal processes locked in a metaphoric black box between cause and effect, whereas qualitative research opens up the processes and mechanisms contained within the box.

This paper reframed the discussion about causality to include both the logic of quantitative studies and qualitative studies to demonstrate a more holistic view of causality and to demonstrate the value of qualitative research for causal inference. Process causality in qualitative research is added to the mix of techniques and theories found in the larger discussion of causality in HRD.

This paper attempts to develop a hybrid cause and effect diagram (CED) and interpretative structural model (ISM) for root cause analysis in quality management. The proposed model overcomes the weakness of the CED in reliably articulating hierarchical cause–effect Relationships.

A focus group discussion (FGD) among quality experts in the case company to establish relationships between the determined causes.

The hybridization of the CED and ISM allowed the causes to be ordered more clearly to determine potential root causes as well as presenting these causes more comprehensively.

The paper has been one of the very few attempts to improve the CED approach. As such, this paper employs the ability of the ISM to order concepts in a hierarchical structure, which is useful in determining root causes.

Some manufacturing and service organizations have made efforts to work on continuous improvement in the form of Kaizen, lean thinking, Six Sigma, etc. The elimination of problems and waste (MUDA for the Japanese) plays a fundamental role in the reduction of operational costs and quality rejections of finished products both internally in the organization and in the supply chain. Some of these efforts use quality control tools to remedy it. Kaoru Ishikawa proposes seven basic quality tools. In this group of quality tools is the cause-and-effect diagram (CED), also known as “The Fishbone” and “Ishikawa diagram”. Exploring this questioning can shed light on the first indications to ratify the arguments of Ishikawa and Deming, that the main problems of companies are found in their processes and perhaps, in a deep way, in some of these cornerstone root causes that have to do with the way organizations are managed. The purpose of this study is to investigate cornerstone root causes through the application of CEDs in 40 Mexican companies that began an effort to improve some of their organizational processes.

An exploratory qualitative study was conducted. As a research strategy, the case study method was applied. Using theoretical sampling, the Ishikawa diagrams of 40 companies were analyzed, and 24 semi-structured interviews in depth were conducted.

The results of this research confirm the main research question: Are there cornerstone root causes that give way to one or several problems or effects of problems in organizations regardless of their sector? In other words, there were at least seven typical patterns that show the first signs of cornerstones root causes in organizations.

The method itself is a limitation; 40 case studies are not enough to generalize the results. In addition, the research was conducted only in a single Latin American country; in some cities of Mexico. However, 60 per cent of these companies are multinationals.

This paper is fundamental to delve into the cornerstones causes that give rise to the problems of organizations of the twenty-first century. The authors understand that these are the first indications, and that they cannot be considered a conclusion of these causes. However, this first theoretical sampling presents a first light on the subject.

The study contributes to the limited existing literature on total quality management and Kaizen in quality control tools and subsequently disseminates this information to provide impetus, guidance and support toward improving the problems of the organizations of twenty-first century.

In micro cold forming, the high degree of technological dependencies between manufacturing, quality inspection and handling technologies leads to an extremely complex planning of process chains. In addition, the lack of standardised processes and interfaces further complicates the planning. The paper aims to discuss these issues.

In order to provide consistent and comprehensive planning of micro manufacturing processes, this paper discusses a method, which integrates the planning of process flows, the planning of technological dependencies and capabilities, as well as of the corresponding material flow.

The paper presents the micro-process chain planning and analysis (μ-ProPlAn) framework. It consists of a specific modelling method, a simultaneous engineering procedure model for the model creation, as well as of methods for the analysis of technological dependencies and logistic key values along the modelled process chains.

As the results presented in this paper originate from an on-going research project, the paper focuses on a detailed presentation of the modelling methodology and the procedure model.

In practice, the μ-ProPlAn framework provides process designers in the field of micro manufacturing with tools and methods to clearly depict the interdependencies between and within a product's different manufacturing stages.

By following a simultaneous engineering approach, μ-ProPlAn aims to reduce the efforts in process design by supporting the design of manufacturing processes in the early stages of the product design and by providing suitable methods for the analysis of these process chains.

The purpose of this paper is to develop a systematic strategic approach to handle corrective maintenance onto the failures/breakdowns of construction equipment. For the maintenance crew/team, a breakdown code management is proposed, which will provide focused and unambiguous approach to manage any kind of breakdowns in construction equipments.

The past breakdown records of a construction organization in the UAE are considered for analysis. From the failure data, through cause effect analysis (CEA) tools, the components and the breakdown codes namely breakdown main codes (BMC) and breakdown sub-codes (BSC) are formulated. With Pareto analysis, the critical codes are identified and validated through failure modes and effects analyses (FMEA) tools for the critical effect on the affected components. From this identified BSC's further closer failure identification codes namely breakdown symptom codes (BSyC) and breakdown reason codes (BRC) are identified through fault tree analysis (FTA) tools. The approach to modified breakdown maintenance management (MB2M) with breakdown maintenance protocol (BMP) is envisaged.

The study was conducted on four different types of heavy lifting/earth moving/material handling system of equipment and further focused with two earth moving equipment namely dumpers and wheel loaders. Failure analysis is performed and the failure ratio and the component contribution to the failures are identified. Based on the information, the preliminary codes namely BMC and BSC are identified through CEA tools and the BMC and BSC are identified to find the most contributing codes to the maximum number of failures through Pareto analysis. Further the critical sub-codes are further verified through FMEA tools on the severity levels of the sub components due to these codes. The FTA methods are used to identify the closer reasoning and relations of these codes and the further codes namely BSyC and BRC are identified which are the exact cause of the failures. The management of breakdowns is further proposed through MB2M which includes BMP which provides all resources for the breakdowns.

The failure data collected are only pertaining to the Middle East region and applicable to similar regions for similar plant mix in construction companies. The sample equipment is only part representative of the construction equipment. A more robust model can be suggested in the future covering all aspects and for other regions as well.

The proposed methodology and model approach is highly adaptable to similar industries operating in the Middle East countries.

Many authors have studied the preventive maintenance models and procedures and proposals have been proposed. On the breakdown maintenance management of construction equipment, very few studies have been proposed mostly on the cost analysis. This model attempts to provide a code management solution to manage the unpredictable failures in construction equipment through failure data analysis on a construction organization.