The quality movement: where are we going? Past, present and future

Wen, Decheng; Sun, Xiaojing; Yan, Dongwei

doi:10.1080/14783363.2020.1801342

Cited by 19 publications

(23 citation statements)

References 36 publications

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Section: Introductionmentioning

confidence: 99%

“…Offering both products and services increases pressure on the quality function to thoroughly understand the subjective value created for customers during product usage (Wen et al, 2020). However, recent studies show that the quality function does not fully exploit customer feedback (Elg et al, 2020;Kumar et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

“…In the provider sphere, providers can facilitate value creation by creating or assembling different types of resources. Manufacturing firms tend to focus more on the provider sphere, wherein value creation is facilitated when products are produced (Wen et al, 2020). However, that focus persists even if offerings are extended to include services (Martin et al, 2019), which potentially limits quality function in acting on customer feedback from the joint and customer spheres of value creation.…”

Section: Introductionmentioning

confidence: 99%

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Quality functions' use of customer feedback as activation triggers for absorptive capacity and value co-creation

Gremyr

Birch-Jensen

Kumar

et al. 2022

IJOPM

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PurposeThe purpose is to understand how the role of quality functions might evolve amidst digitalisation and an increased focus on services. This study focuses on customer feedback and how it can function as activation triggers for developing absorptive capacity, as well as how it relates to the value creation processes.Design/methodology/approachFollowing a qualitative research design, the authors gathered primary data from interviews with quality managers at 17 UK and Swedish firms and triangulated it with secondary information from the firms' web pages.FindingsThe findings show that customer feedback-based activation triggers can support development of absorptive capacity in the quality function if there are established processes for acting on customer feedback. This is often the case for codified feedback, which normally concerns products. However, digitalisation offers new opportunities of engaging in value co-creation, and firms need to develop digital capabilities to manage new technologies and data analytic tools. For personalised feedback (the main category of service-related feedback), established processes are missing.Originality/valueThis study work contributes to knowledge about how quality functions respond to customer feedback on both products and services. It clarifies why the quality function sometimes struggles to contribute to service quality as much as to product quality. From a theory development perspective, the authors contribute to understanding customer feedback-based activation triggers, how they lead to development of absorptive capacity and their relation to value co-creation on a functional level.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Quality functions' use of customer feedback as activation triggers for absorptive capacity and value co-creation

Gremyr

Birch-Jensen

Kumar

et al. 2022

IJOPM

View full text Add to dashboard Cite

show abstract

“…It needs to be multidimensional in that it must cover all integrated facets. A data-based quality management system will not be any longer about separating good from bad products in a line or identifying root causes of defects, but about adding value [36] to the conglomerate of companies where they operate and this occurs by integrating and decentralizing all the activities that take place within a company and its departments and within its customers and suppliers, a vertical and horizontal integration that deal with the internal challenges and external. Quality is now an artifact that can be only understood as part of a networked structure in which the ecosystem nodes deliver conjunctly quality, whilst value-added and data form together with the glue that ensures quality consistency at the various levels.…”

Section: Industry 40 and Quality Control For Laser Micro-weldingmentioning

confidence: 99%

Development of an Intelligent Quality Management System for Micro Laser Welding: An Innovative Framework and Its Implementation Perspectives

Hoz

Cheng

2021

Machines

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Laser micro-welding manufacturers face substantial challenges in verifying weldment quality, as the industry and applications are requiring increasingly the miniaturization and compactness of products. The problem is compounded by new stringent demands for personalized products at competitive, low costs and the highest quality levels. High-pressure equipment manufacturers, in particular, rely on ISO 3834:2021 to assure and demonstrate best welding practices but also to manage risks associated with liability issues. ISO 3834:2021, like all conventional quality management systems, offers a one-dimensional, quasi-static overview of welding quality that may fail to deal with these new challenges and underlying complexities required to deal effectively with process variability. This paper presents a framework for welding companies to integrate horizontally their suppliers and customers with their processes and products, which are also integrated vertically in the context of Smart Manufacturing or Industry 4.0. It is focused on the development of a smart quality management system for intelligent digitization of all company manufacturing and business processes. Furthermore, an innovative data-based welding quality management framework is described for laser micro-welding applications and their implementation perspectives. The research is driven by an inductive methodology and based on a seamless integration of engineering-oriented heuristic and empirical approaches that is appropriate for intelligent and autonomous quality management, given the lack of research in this niche, but increasingly important topic area.

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Perceived Quality and Quality Inspection in the Light of Automotive Mobility’s Digital Transformation—A Perspective of Car Importers in Japan

Marutschke

2023

Economics, Law, and Institutions in Asia Pacific

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The quality movement: where are we going? Past, present and future

Cited by 19 publications

References 36 publications

Quality functions' use of customer feedback as activation triggers for absorptive capacity and value co-creation

Quality functions' use of customer feedback as activation triggers for absorptive capacity and value co-creation

Development of an Intelligent Quality Management System for Micro Laser Welding: An Innovative Framework and Its Implementation Perspectives

Perceived Quality and Quality Inspection in the Light of Automotive Mobility’s Digital Transformation—A Perspective of Car Importers in Japan

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