Digital Framework for Organizational Processes Improvement Using Quality 4.0 Concept, European Foundation for Quality Management (EFQM) and Key Performance Indicators (KPIs)

Abstract

This paper’s objective is to propose the Quality 4.0 App implementation framework and, based on it, the application software Quality 4.0 to improve and control the processes and facilitate the transition from a standard to a digital organization. Using quality management tools such as the Define, Measure, Analyze, Improve, Control (DMAIC) methodology, following the Preferred Reporting Items for Systematic reviews and Meta-Analyses (PRISMA) guideline, a study was conducted on three databases using the expression “smart organization” and 24 keywords were identified. The keywords, grouped in four categories—Industry 4.0, Sustainability, Digital transformation, and Employees—are assigned to the key performance indicators (KPIs) that require improvement. The association is made according to the eight Quality Principles stated by the Chartered Quality Institute (CQI). To observe the progress, the KPIs associated with processes receive scores using the European Foundation for Quality Management (EFQM) excellence framework. The resulting Quality 4.0 framework is developed using Microsoft Visio for the web (Microsoft Corporation, Redmond, WA, USA) and the Quality 4.0 App is developed using Google Appsheet for the web (Google LLC, Mountain View, CA, USA). This framework offers new perspectives for organizations ensuring process improvement through digital transformation to respond efficiently to the new challenges. It also contributes to academia by highlighting the necessity of rethinking traditional organizational processes to be human-centric, sustainable and efficient.