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318 Part IV: Quality Assurance
particular problem-solving approach, it should be emphasized that for reasons of
consistency and thoroughness, some standardized approach to problem solving
should be adopted and used consistently to guide problem-solving efforts. There
are two problem-solving approaches of interest to the CQI as follows:
• The scientific method (a method not specifically related to quality)
• Six Sigma (a method specifically related to quality)
The Scientific Method
Part IV.D
Perhaps the most noted and recognized approach to structured problem solving
is the scientific method. The scientific method is used in many fields of inquiry
to guide problem-solving efforts in accordance with standardized steps, which
include:
• Asking a question
• Collecting data
• Posing hypotheses
• Testing hypotheses
• Analyzing data
• Drawing conclusions
• Communicating results
It is true that the scientific method could be used to guide problem-solving efforts
in quality and, if used properly, could be quite effective. Many of the tools and
techniques used in continuous improvement can readily be applied to support
and enhance the scientific method. What differentiates the scientific method from
other problem-solving methods used specifically to support continuous improvement
is an absence of the common language, tools, and techniques used in the
quality community.
Six Sigma
Perhaps the most common problem-solving approach used within the quality
community today is Six Sigma (SS). SS is a five-step problem-solving approach;
the steps are known as follows:
• Define
• Measure
• Analyze
• Improve
• Control