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This research paper aims to analyze the scientific and grey literature on Quality 4.0 and zero-defect manufacturing (ZDM) frameworks to develop an integrated quality 4.0 framework (IQ4.0F) for quality improvement (QI) based on Six Sigma and machine learning (ML) techniques towards ZDM. The IQ4.0F aims to contribute to the advancement of defect prediction approaches in diverse manufacturing processes. Furthermore, the work enables a comprehensive analysis of process variables influencing product quality with emphasis on the use of supervised and unsupervised ML techniques in Six Sigma’s DMAIC (Define, Measure, Analyze, Improve and Control) cycle stage of “Analyze.”

The research methodology employed a systematic literature review (SLR) based on PRISMA guidelines to develop the integrated framework, followed by a real industrial case study set in the automotive industry to fulfill the objectives of verifying and validating the proposed IQ4.0F with primary data.

This research work demonstrates the value of a “stepwise framework” to facilitate a shift from conventional quality management systems (QMSs) to QMSs 4.0. It uses the IDEF0 modeling methodology and Six Sigma’s DMAIC cycle to structure the steps to be followed to adopt the Quality 4.0 paradigm for QI. It also proves the worth of integrating Six Sigma and ML techniques into the “Analyze” stage of the DMAIC cycle for improving defect prediction in manufacturing processes and supporting problem-solving activities for quality managers.

This research paper introduces a first-of-its-kind Quality 4.0 framework – the IQ4.0F. Each step of the IQ4.0F was verified and validated in an original industrial case study set in the automotive industry. It is the first Quality 4.0 framework, according to the SLR conducted, to utilize the principal component analysis technique as a substitute for “Screening Design” in the Design of Experiments phase and K-means clustering technique for multivariable analysis, identifying process parameters that significantly impact product quality. The proposed IQ4.0F not only empowers decision-makers with the knowledge to launch a Quality 4.0 initiative but also provides quality managers with a systematic problem-solving methodology for quality improvement.

This study aims to explore the interrelationships among human-related lean practices, lean production shop floors, process quality, inventory management, operational productivity and business productivity.

This study used a cross-sectional survey approach, and quantitative data were collected from 324 Indian auto-component manufacturing firms. Confirmatory factor analysis was used, followed by structural equation modelling techniques for the conceptual model, which incorporated a complete set of 11 hypotheses.

The results confirmed that human-related lean practices trigger lean production shop floors and improve process quality. Furthermore, the study revealed the positive impact of a lean production shop floor on process quality and inventory management and the positive impact of process quality on both operational and business productivity. Finally, inventory management is of the utmost importance in achieving better operational and business productivity, and operational productivity positively leads to business productivity.

The findings of this study can benefit auto-component manufacturing firms by elucidating the complex relationships between human-related lean practices, lean production shop floors, process quality, inventory management, operational productivity and business productivity. Better knowledge of these relationships will enable firms to enhance efficiency levels, reduce costs and resource wastage and improve their overall performance. This study provides a good understanding of the interplay between lean and quality factors and their influence on inventory management and business performance.

While the COVID-19 pandemic has impacted the construction industry, it is still unclear from prior studies about adequately positioning the quality assurance (QA) for the post-pandemic era and future pandemics, especially cross-border construction logistics and supply chain (Cb-CLSC). Thus, this study aims to develop a managerial framework to position the QA of Cb-CLSC during pandemics and post-pandemics by taking lessons from how COVID-19 has impacted the existing QA systems and has been managed successfully.

This is achieved pragmatically through an embedded mixed-method design involving a literature review, survey and interview from experts within the Hong Kong SAR–Mainland China links, typically known as the world’s factory. The design is further integrated with the partial least squares structural equation modelling (PLS-SEM) approach.

The study revealed 10 critical managerial practices (MPs) to position the QA to be adequate for the post-pandemic and during future pandemics, with the top three including “strict observance of government regulations (MP1)”, “planning ahead the period of quality assurance with the quarantine days in host countries (MP6)” and “modification of contract to cater for uncertainties (MP4)”. This attained a relatively good percentage agreement of 53% between the industry and academia. However, the top four MPs regarded as very effective include “implementing digital collaborative inspections with subcontractors and trades (MP8)”, “implementing a digital centralized document and issue management system (MP7)”, “strict observance to government regulations, including vaccination of workers, social distancing, use of prescribed nose masks, etc. (MP1)” and “planning ahead the period of quality assurance with the quarantine days in host countries (MP6)”. Two underlying components of the MPs were revealed as policy-process (PP)-related practices and people-technology-process (PTP)-related practices, and these can be modelled into a managerial framework capable of effectively positioning the QA to be adequate during pandemics through to the post-pandemic era.

The findings of this study depicted significant theoretical and practical contributions to the proactive management of QA activities during pandemics through to the post-pandemic era. It could empower organisations to pay attention to smartly and innovatively balancing people, processes, pandemic policy and technology to inform decisions to effectively position the QA for the post-pandemic era and survive the risks of future pandemics.

The study contributes to the body of knowledge in that it develops a managerial framework to position the QA of Cb-CLSC during pandemics and post-pandemics by taking lessons from how COVID-19 has impacted the existing QA systems and has been managed successfully. It is original research with invaluable primary data in the form of surveys and interviews from experts within the Hong Kong SAR–Mainland China links, typically known as the world’s factory.

The main purpose of this paper is twofold: to present a proposal for a model of educational quality management system within a process approach context for technical universities, and a conceptual model of a performance measurement system (PMS) towards the assessment of the quality level of management, core and support processes.

The paper encompasses two main parts: a theoretical portion and a case study. Within the theoretical background, the authors discuss the issue of educational quality management supported on a process approach perspective as well as performance measurement system in high education (HE). The case study reports the development of the concept of performance measurement system for technical universities.

The proposed system of educational quality management supported on a process approach, together with a conceptual model of the performance measurement system, can be implemented in every technical university. The identification of processes in the education quality management system permitted the development of the PMS. The model covers 32 key performance indicators (KPIs) for management processes, 39 for core processes and 19 for supporting ones.

The proposed performance measurement system is limited in its focus on educational processes and support of these processes. The evaluation of scientific and research activity and aspects related to financial resources is not pursued.

Elaboration of a conceptual model of a performance measurement system towards the assessment of the quality level of management, core and support processes is dedicated to technical universities.

In this study, the authors assess the current state of lean product development and the lean production shop floor, along with the impact of the former on process quality and the latter on product quality and customer complaint reduction. The interplay between process and product quality and customer complaint reduction is assessed, along with their impacts on business performance.

Data were collected from 377 managers working at auto-component manufacturing firms in India. Confirmatory factor analysis was used for scale validation, and structural equation modelling was employed to test the research hypotheses.

The results of the statistical analyses reveal the positive influence of a lean production shop floor on process quality and lean product development on product quality and customer complaint reduction, and thereby on business performance.

The findings of this research provide insights into the interplay between lean and quality factors and their influence on customer complaint reduction and business performance. Practitioners can use the proposed model to strategically design unique products and improve the efficiency and effectiveness of the production shop floor, which can help enhance the product and process quality. This can reduce customer dissatisfaction and improve the business performance.

Few studies have simultaneously investigated the influence of lean product development and lean production shop floors in the Indian manufacturing context. To the best of our knowledge, this study is one of the first attempts to include customer complaint reduction as a construct in a lean model. It helps identify and prioritise the enablers of business performance and provides valuable insights for practitioners to strengthen lean implementation to attain a competitive edge.

This paper aims to understand how the perceived usefulness of voice assistants (VAs) is affected by the perceived quality of the process (interaction) and the outcome (information). The authors also aim to determine the extent to which the perceived usefulness of VAs improves the perceived privacy associated with their use and increases users’ intention to continue using them. Consumer technology innovativeness is included as a personal trait moderator, to compare the results between tech and nontech innovators. For this purpose, the authors use the framework of the uses and gratifications theory (U&GT).

A survey of 467 VA users was conducted and structural equation modeling was used to analyze the data.

The authors identify two main determinants of the perceived usefulness of VAs that influence users’ intention to continue using this technology, process quality and outcome quality. These two factors influence the continued use of VAs in different ways depending on the technology innovativeness of the consumers. The results show that tech innovators are oriented toward the interactive experience, and therefore, mainly value the process quality. In addition, nontech innovators are oriented toward a satisfactory response from VAs, and therefore, primarily value the outcome quality. In addition, the positive effect of perceived usefulness on perceived privacy is higher for tech innovators.

This study enhances the literature on the perceived usefulness of VAs within the framework of U&GT. It identifies two antecedents (process quality and outcome quality) of perceived usefulness and observes significant differences based on technological innovativeness.

This study enhances the literature on the perceived usefulness of VAs within the framework of U&GT. It identifies two antecedents (process quality and outcome quality) of perceived usefulness and observes significant differences based on technological innovativeness.

Este artículo tiene como objetivo entender cómo la utilidad percibida de los Asistentes de Voz (AV) se ve afectada por la calidad percibida del proceso (interacción) y el resultado (información). Asimismo, busca determinar hasta qué punto la utilidad percibida de los AVs mejora la privacidad percibida asociada con su uso y, consecuentemente, la intención de los usuarios de seguir utilizándolos. La innovación tecnológica se incluye como moderador personal para comparar los resultados entre innovadores tecnológicos y no tecnológicos. Para este propósito, utilizamos la Teoría de Usos y Gratificaciones (U&GT).

Se realizó una encuesta a 467 usuarios de AVs, y se utilizó la modelización de ecuaciones estructurales (SEM) para analizar los datos.

La calidad del proceso y la calidad del resultado son antecedentes claros de la utilidad percibida de los AVs, que afecta a la intención de los usuarios de seguir usándolos. La influencia de ambos factores difiere entre usuarios según su nivel de innovación tecnológica. Los resultados muestran que los innovadores tecnológicos valoran más la experiencia interactiva y la calidad del proceso, mientras que los no innovadores tecnológicos se enfocan en obtener respuestas satisfactorias de los AVs. Además, la influencia positiva de la utilidad percibida en la privacidad percibida es más pronunciada en los innovadores tecnológicos.

Este estudio enriquece la literatura sobre la utilidad percibida de los AVs dentro del marco de la U&GT. Identifica dos factores previos (calidad del proceso y calidad del resultado) de la utilidad percibida y observa diferencias significativas basadas en la innovación tecnológica.

本文旨在了解语音助手（VAs）的感知有用性如何受到过程（交互）和结果（信息）的感知质量的影响。我们还旨在确定语音助手的感知有用性在多大程度上改善了与使用语音助手相关的感知隐私, 并提高了用户继续使用语音助手的意愿。我们将消费者的技术创新性作为个人特质调节因素, 以比较技术创新者和非技术创新者的结果。为此, 我们使用了 “使用与满足理论"（U&GT）框架。

我们对 467 名增值服务用户进行了调查, 并使用结构方程模型（SEM）对数据进行了分析。

我们确定了影响用户继续使用该技术意向的虚拟机构感知有用性的两个主要决定因素：（1）过程质量和（2）结果质量。根据消费者的技术创新能力, 这两个因素以不同的方式影响着虚拟现实技术的持续使用。结果显示, 技术创新者以互动体验为导向, 因此主要看重过程质量。此外, 非技术创新者倾向于从虚拟机构获得令人满意的回应, 因此主要看重结果质量。此外, 对于科技创新者来说, 感知有用性对感知隐私的积极影响更大。

本研究在 U&GT 框架内加强了有关虚拟机构感知有用性的文献。它确定了感知有用性的两个前因（过程质量和结果质量）, 并观察到了基于技术创新性的显著差异。

Quality 4.0 (Q4.0) leverages new emerging technologies to achieve operational excellence and enhance performance. Implementing Q4.0 in digital manufacturing can bring about reliable, flexible and decentralized manufacturing. Emerging technologies such as Non-Fungible Tokens (NFTs), Blockchain and Interplanetary File Storage (IPFS) can all be utilized to realize Q4.0 in digital manufacturing. NFTs, for instance, can provide traceability and property ownership management and protection. Blockchain provides secure and verifiable transactions in a manner that is trusted, immutable and tamper-proof. This research paper aims to explore the concept of Q4.0 within digital manufacturing systems and provide a novel solution based on Blockchain and NFTs for implementing Q4.0 in digital manufacturing.

This study reviews the relevant literature and presents a detailed system architecture, along with a sequence diagram that demonstrates the interactions between the various participants. To implement a prototype of the authors' system, the authors next develop multiple Ethereum smart contracts and test the algorithms designed. Then, the efficacy of the proposed system is validated through an evaluation of its cost-effectiveness and security parameters. Finally, this research provides other potential applications and scenarios across diverse industries.

The proposed solution's smart contracts governing the transactions among the participants were implemented successfully. Furthermore, the authors' analysis indicates that the authors' solution is cost-effective and resilient against commonly known security attacks.

This study represents a pioneering endeavor in the exploration of the potential applications of NFTs and blockchain in the attainment of a comprehensive quality framework (Q4.0) in digital manufacturing. Presently, the body of research on quality control or assurance in digital manufacturing is limited in scope, primarily focusing on the products and production processes themselves. However, this study examines the other vital elements, including management, leadership and intra- and inter-organizational relationships, which are essential for manufacturers to achieve superior performance and optimal manufacturing outcomes.

To facilitate the achievement of Q4.0 and empower manufacturers to attain outstanding quality and gain significant competitive advantages, the authors propose the integration of Blockchain and NFTs into the digital manufacturing framework, with all related processes aligned with an organization's strategic and leadership objectives.

This study represents a pioneering endeavor in the exploration of the potential applications of NFTs and blockchain in the attainment of a comprehensive quality framework (Quality 4.0) in digital manufacturing. Presently, the body of research on quality control or assurance in digital manufacturing is limited in scope, primarily focusing on the products and production processes themselves. However, this study examines the other vital elements, including management, leadership and intra- and inter-organizational relationships, which are essential for manufacturers to achieve superior performance and optimal manufacturing outcomes.

Achieving better performance and a sustainable competitive advantage is essential for survival in the hotel industry. However, literature is scarce on which factors local hotel businesses in developing countries should rely on to compete successfully. With an emerging economy and significant potential for growth in the travel and hospitality sectors, Colombia is seeking to improve the performance of its hotel industry. To achieve this goal, exploring and analyzing the effects of the strategies and practices implemented is essential. Accordingly, this study investigates the dynamics of the interactions between strategies, process innovations, outsourcing practices and operational quality in the hotel industry in Colombia.

The methodology used in this research is quantitative, using structural equation modeling based on data collected from 150 valid questionnaires.

The strategies of the hotel sector have an impact on hotel performance. Although process innovation demonstrably affects quality and outsourcing, there is a low impact on the performance of the studied hotels. The hotel sector lacks strategy autonomy as strategies are not directed to the organization's overall improvement but only to satisfy stakeholders' requirements.

This paper offers valuable insights for organizations when implementing strategic innovation initiatives. It provides information relevant to Colombian government entities on the creation of processes, economic policy plans and business assistance programs for boosting the financial and commercial sustainability of Colombian service sector businesses. The studied organizations need to redefine the role of their strategies, process innovation, outsourcing projects and quality standards to achieve adequate performance, as all four dimensions together are required to foster competitiveness.

This paper offers valuable insights for organizations when implementing strategic innovation initiatives. Additionally, it provides information relevant to Colombian government entities on the creation of processes, economic policy plans and business assistance programs for boosting the financial and commercial sustainability of Colombian service sector businesses. The studied organizations need to redefine the role of their strategies, process innovation, outsourcing projects and quality standards to achieve adequate performance, as all four dimensions together are required to foster competitiveness.

Developing successful strategies is vital to generating performance. Quality and safety are critical strategies to achieve a sustainable competitive advantage. But literature is scarce on which factors local hotel businesses should rely on to compete successfully in developing countries. In particular, the concept of outsourcing in a highly distrusting developing country has not been addressed adequately. This research contributes to literature by evaluating quality as a competitive strategy in the hotel sector in a developing country to achieve a superior performance.

The research aims to qualitatively explore e-marketplace service quality (EMSQ) from the perspective of an industrial buyer as a sole decision-maker. It further intends to quantitatively examine its impact on the industrial buyer's perceived value (PV), overall satisfaction (SAT), and e-loyalty (ELOY) in the context of business-to-government (B2G) e-commerce.

The research used an exploratory sequential mixed-method design. A qualitative exploratory study of EMSQ was conducted using a Straussian grounded theory (GT) technique, followed by an explanatory quantitative study using PLS-SEM to evaluate causal links between various research variables.

In the area of e-services, the investigation found that the hierarchical structure of EMSQ encompasses six broadly applicable dimensions and one B2G context-specific dimension of the e-governance process quality. The study also reinforced previous research findings in the B2C and B2B e-commerce domains, highlighting that e-service quality positively impacts online buyer's PV, SAT and ELOY.

This research contributed to the area of e-service operations by developing and validating the EMSQ model in the B2G e-commerce settings. Further, it has opened up new research avenues in B2G e-commerce.

The findings from this research highlighted that e-service operations managers should focus on usability, technological concerns, product/vendor quality concerns, customer support reliability, along with effective e-governance, ordering and logistics processes for e-business success. It also provides policymakers with guidelines for making B2G e-marketplaces sustainable.

To the best of the author's knowledge, this is the first study employing the GT and PLS-SEM techniques to explore EMSQ from the viewpoint of industrial buyers in B2G e-commerce. The study contributed to prior literature by proposing and validating the hierarchical EMSQ model.

This study aims to investigate causes of sustainability failures of ISO 9001 Quality Management Systems in Botswana.

The research employed qualitative and quantitative methods, including literature review and secondary data analysis to understand trends relating to Botswana, and a survey to identify gaps leading to certification sustainability failures, focusing on; motives for certification, causes of decertification and issues in the certification process.

ISO 9001 adoption in Botswana is slow, with low acceptance rate in the public sector at 13% compared to the private sector at 87%. Termination rates have been high at 55% over two decades. Manufacturing dominates certification with 45% of total certification. While micro and small companies struggle to sustain certification, often failing within 2 years, medium-sized companies demonstrate better sustainability, lasting beyond 6 years. Product/service quality and process improvement drive certification while decertification is influenced by management factors, financial constraints, and process management. The study recommends a model for effective integration of ISO 9001.

Integrated systems are crucial for consistent process performance and continual improvement in all sectors for sustainable organizational success. Although the ISO 9001 Quality Management System has shown positive impacts globally, the impact of its adoption in Botswana remains questionable with high failure rates post implementation. There appears to exist a significant gap in development, implementation, and maintenance of the QMS. The public domain has no evidence of any past investigation on causes of sustainability failures of ISO 9001 post certification. The current study sought to close that knowledge gap.