Articulating ISO 9001 and ERP Systems Reconfiguring Customer Complaints Management in the Era of Quality 4.0

Abstract

In an environment marked by chronic disruptions to global value chains, the operational resilience of logistics platforms has become a strategic imperative. However, the performance of these hubs is frequently hindered by organizational fragmentation and information systems operating in silos. This article examines how the shift from traditional “paper-based” management to digitalized dashboard-driven steering transforms customer claims management — a process at the crossroads of normative compliance and the real-time resolution of unique incidents — from a reactive and scattered practice into a structured lever for operational optimization and customer satisfaction. To address this question, we mobilize the dynamic capabilities theoretical framework through a four-year longitudinal action-research study conducted within a logistics platform. The transformation trajectory involved standardizing the process (ISO 9001:2015), modeling information flows with BPMN (Business Process Model and Notation), and integrating them into the ERP system to enable dynamic steering. Our empirical findings reveal that digitalization is not merely a technological choice; it acts as a catalyst for contextual ambidexterity by reducing operational fragmentation and freeing up cognitive capacity for problem-solving. This article discusses how quality-digital alignment enables frontline teams to dynamically adjust their practices in the face of the unexpected while maintaining strict compliance, thereby contributing to the literature on the micro-foundations of logistics resilience.