Decision-making trends in quality management: a literature review about Industry 4.0

Goecks, Lucas Schmidt; Santos, Alex Almeida dos; Korzenowski, André Luís

doi:10.1590/0103-6513.20190086

Cited by 23 publications

(22 citation statements)

References 28 publications

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“…The main results presented in the previous section should be assessed from this perspective. They also comply with the statements declared by [24,68,69].…”

Section: Discussionsupporting

confidence: 62%

“…This statement complies with the suggestions of Sader et al [68], who argue that direct communication of customers expectations and perceptions is one of the serious topics of further research. Additionally, Goecks et al [69] confirm, on the basis of literature review, that all decision-makings within quality management systems must be supported by objective input data. They see this fact as another research gap.…”

Section: Literature Review Related To Customer Loyalty Measurement (Wmentioning

confidence: 99%

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Complex Customer Loyalty Measurement at Closed-Loop Quality Management in B2B Area—Czech Example

2021

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The main objective of this article is to present our proposal of complex customer loyalty measurement within external feedback loops as a response of Industry 4.0 concept in the area of advanced quality management for business-to-business (B2B) relationships, as customer loyalty and organisational sustainability are two critical factors for long-term success. To reach the goal, deep literature analysis, special field research, interviews with specialists, and development of a new model of closed-loop quality management systems, which are created for Quality 4.0 environment, were used. A new term, complex customer loyalty, is introduced, and twelve basic steps of its measurement are briefly explained, including a set of loyalty indicators, all regarding specific characteristics of B2B context. Special research confirmed that only about 15% of Czech organisations use some systematic approach to customer loyalty measurement within B2B area. In the majority of Czech B2B organisations, closed-loop quality management systems are mostly in early phases of their development. However, there is no doubt that complex customer loyalty measurement will be an important part of these systems. The proposals presented in this article are mostly universal and should be applied not only to Czech companies.

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“…The main results presented in the previous section should be assessed from this perspective. They also comply with the statements declared by [24,68,69].…”

Section: Discussionsupporting

confidence: 62%

Section: Literature Review Related To Customer Loyalty Measurement (Wmentioning

confidence: 99%

Complex Customer Loyalty Measurement at Closed-Loop Quality Management in B2B Area—Czech Example

2021

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“…According to the National Institute of Standards and Technology (NIST) [28], this smart manufacturing environment raises key questions, including the reorganization of work in the physical and virtual enterprise, the modes of regulation between the different stakeholders, and the evolution of current decision-making processes. While there is no single definition of the concept of Industry 4.0, improving the decision-making process appears to be a recurring focus and a primary objective in the deployment of new technologies [29][30][31].…”

Section: Literature Reviewmentioning

confidence: 99%

Enhancing the Decision-Making Process through Industry 4.0 Technologies

et al. 2022

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In order to meet the increasingly complex expectations of customers, many companies must increase efficiency and agility. In this sense, Industry 4.0 technologies offer significant opportunities for improving both operational and decision-making processes. These developments make it possible to consider an increase in the level of operational systems and teams’ autonomy. However, the potential for strengthening the decision-making process by means of these new technologies remains unclear in the current literature. To fill this gap, a Delphi study using the Régnier Abacus technique was conducted with a representative panel of 24 experts. The novelty of this study was to identify and characterize the potential for enhancing the overall decision-making process with the main Industry 4.0 groups of technologies. Our results show that cloud computing appears as a backbone to enhance the entire decision-making process. However, certain technologies, such as IoT and simulation, have a strong potential for only specific steps within the decision-making process. This research also provides a first vision of the manager’s perspectives, expectations, and risks associated with implementing new modes of decision-making and cyber-autonomy supported by Industry 4.0 technologies.

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“…Changing working conditions may cause problems in business organizations (Goecks, Santos, and Korzenowski, 2020). The obstacle to developing industry 4.0 is the ability of machines and computers to supervise workers, thereby depriving them of familiarity, creating dependence on robots, and people become more indifferent, more introverted, and sad, and connected to virtual life through their continued engagement with computers, programs, and machines.…”

Section: Changing Working Conditionsmentioning

confidence: 99%

Analysis of Enterprises’ Readiness in for Industry 4.0 Implementation: The Case of Poland

Rosak-Szyrocka¹,

Zywiolek²,

Kulińska³

et al. 2021

ERSJ

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Purpose: The paper aims to analyze the readiness of enterprises in Poland for industry 4.0 implementation with taking into consideration its barriers as well reasons of implementing industry 4.0. Design/Methodolology/Approach: The research was conducted by means of diagnostics opinion CAWI (Computer Assisted Web Interview) questionnaire. The research was conducted by means of diagnostics opinion CAWI (Computer Assisted Web Interview) questionnaire among 40 respondents (owners/employees) of enterprises located in various regions of Poland. Findings: Entrepreneurs clearly indicate their fears, but also the opportunities that such implementation brings with. During the research, many entrepreneurs were afraid of costs, even before the initial cost-effectiveness analysis of the implementation. Low social awareness of what industry 4.0 is the reason why it is not understood and implemented in a limited way. It also shows the power between the understanding of the principles of industry 4.0 and its visible manifestations in the enterprise. The dependencies shown by the conducted study were also analyzed. The strength of qualitative and qualitative relationships is shown by the Pearson C coefficient, showing which of the factors has an impact on the studied enterprises.Originality/Value: The study also showed that implementation is not dependent on financial outlays but on the involvement of employees and middle management, which may indicate that it is treated as an industry challenge and depends on the company's readiness for implementation. The results of this article may serve as the basis for future research.

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Decision-making trends in quality management: a literature review about Industry 4.0

Cited by 23 publications

References 28 publications

Complex Customer Loyalty Measurement at Closed-Loop Quality Management in B2B Area—Czech Example

Complex Customer Loyalty Measurement at Closed-Loop Quality Management in B2B Area—Czech Example

Enhancing the Decision-Making Process through Industry 4.0 Technologies

Analysis of Enterprises’ Readiness in for Industry 4.0 Implementation: The Case of Poland

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