Eliciting and mapping tacit knowledge on teamwork success of Six Sigma teams

Abstract

This study aims to elicit and map tacit knowledge on teamwork success as a lens to examine variations in team performance. A new approach based on narrative simulations and the traditional similarity ratings were adopted with Six Sigma teams in an international manufacturing company. Convergence in the knowledge maps among team members and that between teams and the management of the company have been examined. Both approaches revealed differences in high performance teams and average teams. The narrative simulations elicited richer knowledge, provided a second layer with contexts to a better understanding of team knowledge, and generated more actionable suggestions for team development. Misconceptions in some Six Sigma teams were also identified, which provide insights for team training and development. The study demonstrates the application of narratives and sensemaking theories to the elicitation of team knowledge in rich contexts and multiple layers.

Keywords:

• narrative approaches
• sensemaking
• teams
• storytelling
• tacit knowledge

CorrectionThe AOP version of this article has been amended to correct the corresponding author name.

CorrectionThe AOP version of this article has been amended to correct the corresponding author name.

Acknowledgements

The authors wish to thank the Research Committee of the Hong Kong Polytechnic University for the financial support for this study, and the company (which wishes to remain anonymous) for its participation and support in this work.

Additional information

Notes on contributors

Tracy X P Zou

About the authors

Tracy, X.P. Zou is currently a researcher in the Center for Engineering Education Innovation at the Hong Kong University of Science and Technology. She received her doctorate degree from the Department of Industrial and Systems Engineering of the Hong Kong Polytechnic University. She has been actively involved in research on team-based learning, team mental models and cooperative learning.

W.B. Lee is the Chair Professor of the Department of Industrial and Systems Engineering of The Hong Kong Polytechnic University, Director of the Knowledge Management Research Centre and Advanced Manufacturing Technology Research Centre. He has pioneered the research and practice of knowledge management in various organizations which include manufacturing, public utilities, and various government departments. He also serves as the editor of the Journal of Information and Knowledge Management Systems and the International Journal of Knowledge and Systems Science.