What is Quality 4.0? An exploratory sequential mixed methods study of Italian manufacturing companies

Abstract

Cit a tio n fo r fin al p u blis h e d ve r sio n: C hi a ri ni, An d r e a a n d Ku m ar, M a n e e s h 2 0 2 1. W h a t is Q u ality 4. 0 ? An ex plo r a t o ry s e q u e n ti al m ix e d m e t h o d s s t u dy of It ali a n m a n uf a c t u ri n g c o m p a ni e s. I n t e r n a tio n al Jou r n al of P r o d u c tio n R e s e a r c h 1 0.

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

“…However, our results also reveal that customer feedback about services often represents non-active activation triggers that do not develop absorptive Quality functions' use of customer feedback capacity, which clarifies why the quality function sometimes struggles to contribute to service quality as much as to product quality. Finally, the ability of the quality function to use the new knowledge requires further skills and capabilities for transforming that knowledge into actions linked to improvements and value creation, as identified in our study and previous research (Chiarini and Kumar, 2021;Sony et al, 2020;Valentina and Passiante, 2009). We agree that digitalisation provides an opportunity to expand the joint sphere, allowing the provider to interact with customers to co-create value.…”

“…Finally, the ability of the quality function to use the new knowledge requires further skills and capabilities for transforming that knowledge into actions linked to improvements and value creation, as identified in our study and previous research (Chiarini and Kumar, 2021; Sony et al. , 2020; Valentina and Passiante, 2009).…”

“…This paper, through focus on CFAT and absorptive capacity, lends further evidence to Chen et al's (2022) findings by explaining how combining different CFAT in all three spheres can help organisations develop absorptive capacity for enhancing value creation and improving products and services. In Quality 4.0, the quality function is envisioned as an integrator between providers and customers (Chiarini and Kumar, 2021); however, that envisioned role is slowly exhibited by the quality functions we studied. In fact, our findings indicate limited proficiency in responding to customer feedback by knowledge absorption, with CFAT having limited impact on the development of absorptive capacity.…”

“…Previous research has highlighted that the quality functions are in a position to become more relevant and strategic as a consequence of digitalisation (Chiarini and Kumar, 2021) and expanded service offerings (Caemmerer and Wilson, 2010;Kohtam€ aki et al, 2021;Rabetino et al, 2021). To support improvements of both products and services, the firm's quality functions need to adopt new practices (Zhang et al, 2012).…”

“…As manufacturing firms expand their service businesses, their quality functions need to be more closely integrated with customers to exploit the opportunities that the services entail for becoming co-creators of value (Sony et al. , 2020; Chiarini and Kumar, 2021) and consequently expanding the joint sphere (i.e. through better management of DATs, DCATs and DCRATs).…”