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KNOT is an acronym that stands for Know, Need to Know, Opinion and Think We Know. When data collection at the Gemba is not reliable, all the information and data that is collected is classified using a KNOT matrix. The underlying objective is that actions should be taken for all information to fall under "Know" - or to be validated and verified. The collected information then can be used for problem solving. 



Review the answer provided by Ms Rupinder Narang, Benchmark Six Sigma's in-house expert.



Q. 121  It is noticed that data collected for problem solving during Gemba walks is not always reliable. A useful approach for evaluating data is the "KNOT technique". Explain the utility of KNOT technique with a suitable example. 


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As mentioned in the question, the KNOT technique is used when data collection during Gemba walk is not reliable. However, to solve any problem, data is the pre-requisite. The KNOT Chart is almost like a matrix that can be created using an excel file. The matrix helps classify all collected information into 4 parts. The information collected is used towards finding the root cause of the problem and taking corrective action (commonly known as RCCA - Root cause and Corrective Action). K stands for "Know" and is used for facts that have validated data or evidence; N stands for "Need to know" and is used for information that must be collected; O stands for "Opinion" and is used when someone provides an opinion and it may not be verified information; and T stands for "Think We Know"  - this is also not verified information or data. All information classified under N needs to be collected in order to solve the problem, all information classified under O and T needs to be validated as well and should be changed to a K.


The bottom-line is that problem solving can be attempted only when we have verified information and objective data. Additional information such as Owner, Evidence, Priority level etc can be added to the KNOT chart. This helps in identifying and tracking actions to be taken during the RCCA process.



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