Quality 4.0: the need for Tanzania's service organisation transit to Quality 4.0

Abstract

PurposeQuality has always been a competitive advantage for every organisation that strives for customer satisfaction when offering services or products. Technological advancements during the industrial revolutions have enabled organisations to grub improvement and transition opportunities into a new paradigm in operating business processes. In light of the fourth industrial revolution (FIR), in which Quality 4.0 (Q4.0) leveraged its technologies, this study establishes the need for service organisations to transition to Q4.0. It unveils the awareness level within the organisation, the existing challenges and the benefits of transitioning to Q4.0.Design/methodology/approachThe data for this study was acquired through a survey methodology; it involved qualitative and quantitative methodologies and a mix of primary and secondary sources. The challenges and benefits regarding Q4.0 adoption were obtained from the relevant literature and used as a base of assessment in the selected service organisations. Minitab version 20 and SPSS 21.0 software packages analysed the gathered data.FindingsThe study found a high level of awareness regarding Q4.0 among the selected service organisations. Despite the high level of awareness, it was revealed that neither of the Q4.0-related technologies have been implemented nor in the process within the selected service industries. This is due to numerous challenges, including inadequate high-speed internet, a high cost of investment, inadequate skilled personnel and inadequate scepticalness to the implementation outcomes. Despite these challenges, leveraged technologies, potential benefits and Q4.0 awareness all demonstrate the need for Q4.0.Research limitations/implicationsThe study introduces the advent of the FIR and the disruptive nature of the associated technologies. It also unveils the potential of the contemporary technologies of the FIR that could elevate quality service provision to increase their competitiveness. Moreover, it also assists service organisations in planning and properly allocating their resources to ensure all the challenges are addressed in the Q4.0 adoption process. The study is limited in that it merely considers service organisations in Tanzania without categorising what type of service organisations were considered, i.e. banking, telecommunications, health, etc. thus generalising the findings.Originality/valueMuch has been discussed in the literature regarding Q4.0 in manufacturing organisations, focusing less on service organisations. This study uniquely assessed the need to transition to Q4.0 for service organisations, which has yet to be covered in the literature.