Skip to main content
SpringerLink
Log in

The Role of IoT and IIoT in Supplier and Customer Continuous Improvement Interface

  • Chapter
  • First Online:
Digital Transformation and Industry 4.0 for Sustainable Supply Chain Performance

Part of the book series: EAI/Springer Innovations in Communication and Computing ((EAISICC))

Abstract

For firms devoted to growth and survival, the total quality management (TQM) strategy is both a practical working procedure and a quality mindset. TQM begins with the belief that concentrated management action may increase the quality of the organization’s service and goods at a very low cost, hence satisfying customer needs and growing market share. The PDCA (plan do check act) cycle with IoT (Internet of Things) and IIoT (Industrial Internet of Things) approach refers to a continuous movement in a certain direction between producers/suppliers and process of the system, including people, plant and machinery, and material methods environment to manage the voice of a producer and the voice of the customer. The PDCA cycle in the system generates actions with measurable outcomes and is a process, and the ultimate goal is to make it perfect the process. IoT and IIoT have received a massive amount of attention worldwide in the past few years as IoT aims to make customers’ lives easier and more convenient, while IIoT aims to improve the safety and efficiency of manufacturing facilities. Further, this chapter also looks at their responsibilities as a supplier and a customer, taking into account the PDCA cycle in the existing manufacturing system, where IoT is used to track B2C (business-to-consumer) transactions.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 69.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 89.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book
USD 119.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Abbreviations

AI :

Artificial intelligence

B2B:

Business to business

B2C:

Business to customer

FDI:

Foreign direct investment

HR:

Human resource

IA:

Intelligent asset

IIoT :

Internet of Things

IoT:

Industrial Internet of Things

PDCA:

Plan do check act

QFD:

Quality function deployment

SAP:

Systems, applications, and products

SCM :

Supply chain management

SME:

Small and medium enterprises

TQM :

Total quality management

VoC:

Voice of the customer

VoP:

Voice of producer

References

  • Abuhasel, K. A., & Khan, M. A. (2020). A secure industrial internet of things (IIoT) framework for resource management in smart manufacturing. IEEE Access, 8, 117354–117364.

    Article  Google Scholar 

  • Adner, R. (2017). Ecosystem as structure: An actionable construct for strategy. Journal of Management, 43(1), 39–58.

    Article  Google Scholar 

  • Aguwa, C. C., Monplaisir, L., & Turgut, O. (2012). Voice of the customer: Customer satisfaction ratio based analysis. Expert Systems with Applications, 39(11), 10112–10119.

    Article  Google Scholar 

  • Ahuett-Garza, H., & Kurfess, T. (2018). A brief discussion on the trends of habilitating technologies for industry 4.0 and smart manufacturing. Manufacturing Letters, 15, 60–63.

    Article  Google Scholar 

  • Akao, Y., & King, B. (1990). Quality function deployment: Integrating customer requirements into product design (Vol. 21). Productivity press.

    Google Scholar 

  • Alexander, N. S., Bick, G., Abratt, R., & Bendixen, M. (2009). Impact of branding and product augmentation on decision making in the B2B market. South African Journal of Business Management, 40(1), 1–120.

    Article  Google Scholar 

  • Ambika, P. (2020). Machine learning and deep learning algorithms on the Industrial Internet of Things (IIoT). Advances in Computers, 117(1), 321–338.

    Article  Google Scholar 

  • Ardolino, M., Rapaccini, M., Saccani, N., Gaiardelli, P., Crespi, G., & Ruggeri, C. (2018). The role of digital technologies for the service transformation of industrial companies. International Journal of Production Research, 56(6), 2116–2132.

    Article  Google Scholar 

  • Belli, L., Davoli, L., Medioli, A., Marchini, P. L., & Ferrari, G. (2019). Toward industry 4.0 with IoT: Optimizing business processes in an evolving manufacturing factory. Frontiers in ICT, 6, 17.

    Article  Google Scholar 

  • Bharadwaj, N., Nevin, J. R., & Wallman, J. P. (2012). Explicating hearing the voice of the customer as a manifestation of customer focus and assessing its consequences. Journal of Product Innovation Management, 29(6), 1012–1030.

    Article  Google Scholar 

  • Bortolini, M., Ferrari, E., Gamberi, M., Pilati, F., & Faccio, M. (2017). Assembly system design in the industry 4.0 era: A general framework. IFAC-PapersOnLine, 50(1), 5700–5705.

    Article  Google Scholar 

  • Bove, L. L., & Robertson, N. L. (2005). Exploring the role of relationship variables in predicting customer voice to a service worker. Journal of Retailing and Consumer Services, 12(2), 83–97.

    Article  Google Scholar 

  • Boyes, H., Hallaq, B., Cunningham, J., & Watson, T. (2018). The industrial internet of things (IIoT): An analysis framework. Computers in Industry, 101, 1–12.

    Article  Google Scholar 

  • Cakir, M., Guvenc, M. A., & Mistikoglu, S. (2021). The experimental application of popular machine learning algorithms on predictive maintenance and the design of IIoT based condition monitoring system. Computers & Industrial Engineering, 151, 106948.

    Article  Google Scholar 

  • Chakraborty, A. (2016). Importance of PDCA cycle for SMEs. SSRG International Journal of Mechanical Engineering, 3(5), 30–34.

    Article  Google Scholar 

  • Chan, H. C. (2015). Internet of things business models. Journal of Service Science and Management, 8(04), 552.

    Article  Google Scholar 

  • Chien, C. F., Kerh, R., Lin, K. Y., & Yu, A. P. I. (2016). Data-driven innovation to capture user-experience product design: An empirical study for notebook visual aesthetics design. Computers & Industrial Engineering, 99, 162–173.

    Article  Google Scholar 

  • Cooper, R. G., & Dreher, A. (2010). Voice-of-customer methods. Marketing management, 19(4), 38–43.

    Google Scholar 

  • Crawford, C. M. (2008). New products management. Tata McGraw-Hill Education.

    Google Scholar 

  • de Senzi Zancul, E., Takey, S. M., Barquet, A. P. B., Kuwabara, L. H., Miguel, P. A. C., & Rozenfeld, H. (2016). Business process support for IoT based product-service systems (PSS). Business Process Management Journal, 22(2), 305–323.

    Article  Google Scholar 

  • Du, Q. L., Cao, S. M., Ba, L. L., & Cheng, J. M. (2008, October). Application of PDCA cycle in the performance management system. In 2008 4th International conference on wireless communications, networking and mobile computing (pp. 1–4). IEEE.

    Google Scholar 

  • Ekren, B. Y., Mangla, S. K., Turhanlar, E. E., Kazancoglu, Y., & Li, G. (2021). Lateral inventory share-based models for IoT-enabled E-commerce sustainable food supply networks. Computers & Operations Research, 130, 105237.

    Article  MathSciNet  MATH  Google Scholar 

  • Endres, H., Indulska, M., Ghosh, A., Baiyere, A., & Broser, S., (2019). Industrial internet of things (IIoT) business model classification. In 40th International conference on information systems, ICIS 2019 (p. 2988). Association for Information Systems. AIS Electronic Library (AISeL).

    Google Scholar 

  • Found, P., & Harrison, R. (2012). Understanding the lean voice of the customer. International Journal of Lean Six Sigma, 3(3), 251–267.

    Article  Google Scholar 

  • Griffin, A., & Hauser, J. R. (1993). The voice of the customer. Marketing Science, 12(1), 1–27.

    Article  Google Scholar 

  • Han, D. M., & Lim, J. H. (2010). Design and implementation of smart home energy management systems based on zigbee. IEEE Transactions on Consumer Electronics, 56(3), 1417–1425.

    Article  Google Scholar 

  • Hein, A., Weking, J., Schreieck, M., Wiesche, M., Böhm, M., & Krcmar, H. (2019). Value co-creation practices in business-to-business platform ecosystems. Electronic Markets, 29(3), 503–518.

    Article  Google Scholar 

  • Jagusiak-Kocik, M. (2017). PDCA cycle as a part of continuous improvement in the production company-A case study. Production Engineering Archives, 14, 19–22.

    Article  Google Scholar 

  • Johnson, C. N. (2016). The benefits of PDCA. Quality Progress, 49(1), 45.

    MathSciNet  Google Scholar 

  • Li, Q., & Xiao, R. (2021). The use of data mining technology in agricultural e-commerce under the background of 6G internet of things communication. International Journal of System Assurance Engineering and Management, 1–11.

    Google Scholar 

  • Lin, Y., Shi, Y., & Zhou, L. (2010). Service supply chain: Nature, evolution, and operational implications. In Proceedings of the 6th CIRP-sponsored international conference on digital enterprise technology (pp. 1189–1204). Springer.

    Google Scholar 

  • Liu, M., Yu, F. R., Teng, Y., Leung, V. C., & Song, M. (2019). Performance optimization for blockchain-enabled industrial Internet of Things (IIoT) systems: A deep reinforcement learning approach. IEEE Transactions on Industrial Informatics, 15(6), 3559–3570.

    Article  Google Scholar 

  • Marmara, Z. (2020, September). Plan-do-check-act and the grandfather of total quality management. Retrieved August 26, 2021, from https://zmarmara.medium.com/plan-do-check-act-and-the-grandfather-of-total-quality-management-391387e0ac85

  • Menon, K., Kärkkäinen, H., Mittal, S., & Wuest, T. (2019, July). Impact of IIoT based technologies on characteristic features and related options of nonownership business models. In IFIP International conference on product lifecycle management (pp. 302–312). Springer.

    Google Scholar 

  • Moen, R., & Norman, C. (2006). Evolution of the PDCA cycle (pp. 1–11). Retrieved August 26, 2021, from http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.470.5465&rep=rep1&type=pdf

  • Oriwoh, E., Sant, P., & Epiphaniou, G. (2013). Guidelines for internet of things deployment approaches–The thing commandments. Procedia Computer Science, 21, 122–131.

    Article  Google Scholar 

  • Pagani, M., & Pardo, C. (2017). The impact of digital technology on relationships in a business network. Industrial Marketing Management, 67, 185–192.

    Article  Google Scholar 

  • Peranzo, P. (2020, September 4). Digital transformation in manufacturing: 7 trends to watch in 2020. Retrieved July 29, 2021, from https://www.imaginovation.net/blog/digital-transformation-manufacturing-trends-2020/

  • Petrik, D., & Herzwurm, G. (2019, November). Towards an understanding of iIoT ecosystem evolution-MindSphere case study. In International conference on software business (pp. 46–54). Springer.

    Google Scholar 

  • Piccialli, F., Bessis, N., & Cambria, E. (2021). Industrial Internet of Things (IIoT): Where we are and what’s next. IEEE Transactions on Industrial Informatics, 99, 1–1.

    Google Scholar 

  • Pietrzak, M., & Paliszkiewicz, J. (2015). Framework of strategic learning: The PDCA cycle. Management (18544223), 10(2), 149–161.

    Google Scholar 

  • Puri, V., Priyadarshini, I., Kumar, R., & Kim, L. C. (2020, March). Blockchain meets IIoT: An architecture for privacy preservation and security in IIoT. In 2020 International Conference on Computer Science, Engineering and Applications (ICCSEA) (pp. 1–7). IEEE.

    Google Scholar 

  • Qualtrix. (2021). What is voice of the customer (VoC)? Accessed July 29, 2021, from https://www.qualtrics.com/au/experience-management/customer/what-is-voice-of-customer/?rid=ip&prevsite=en&newsite=au&geo=TW&geomatch=au

  • Realyvásquez-Vargas, A., Arredondo-Soto, K. C., Carrillo-GutiĂ©rrez, T., & Ravelo, G. (2018). Applying the Plan-Do-Check-Act (PDCA) cycle to reduce the defects in the manufacturing industry. A case study. Applied Sciences, 8(11), 1–17. 2181.

    Article  Google Scholar 

  • Rymaszewska, A., Helo, P., & Gunasekaran, A. (2017). IoT powered servitization of manufacturing–An exploratory case study. International Journal of Production Economics, 192, 92–105.

    Article  Google Scholar 

  • Sanchez-Iborra, R., & Cano, M. D. (2016). State of the art in LP-WAN solutions for industrial IoT services. Sensors, 16(5), 708.

    Article  Google Scholar 

  • Schneider, S. (2017). The industrial internet of things (iiot) applications and taxonomy. In Internet of things and data analytics handbook (pp. 41–81).

    Google Scholar 

  • Schreieck, M., Wiesche, M., Kude, T., & Krcmar, H. (2019). Shifting to the cloud–how SAP’s partners cope with the change.

    Google Scholar 

  • Sishi, M., & Telukdarie, A. (2020). Implementation of industry 4.0 technologies in the mining industry-A case study. International Journal of Mining and Mineral Engineering, 11(1), 1–22.

    Article  Google Scholar 

  • Soltani, S. (2021). B2B engagement within an internet of things ecosystem. Journal of Business & Industrial Marketing.

    Google Scholar 

  • Stock, T., & Seliger, G. (2016). Opportunities of sustainable manufacturing in industry 4.0. Procedia Cirp, 40, 536–541.

    Article  Google Scholar 

  • Takenaka, T., Yamamoto, Y., Fukuda, K., Kimura, A., & Ueda, K. (2016). Enhancing products and services using smart appliance networks. CIRP Annals, 65(1), 397–400.

    Article  Google Scholar 

  • Tang, T., & Ho, A. T. K. (2019). A path-dependence perspective on the adoption of internet of things: Evidence from early adopters of smart and connected sensors in the United States. Government Information Quarterly, 36(2), 321–332.

    Article  Google Scholar 

  • Turber, S., Vom Brocke, J., Gassmann, O., & Fleisch, E. (2014, May). Designing business models in the era of internet of things. In International conference on design science research in information systems (pp. 17–31). Springer.

    Google Scholar 

  • ur Rehman, M. H., Yaqoob, I., Salah, K., Imran, M., Jayaraman, P. P., & Perera, C. (2019). The role of big data analytics in industrial internet of things. Future Generation Computer Systems, 99, 247–259.

    Article  Google Scholar 

  • Váncza, J., Monostori, L., Lutters, D., Kumara, S. R., Tseng, M., Valckenaers, P., & Van Brussel, H. (2011). Cooperative and responsive manufacturing enterprises. CIRP Annals, 60(2), 797–820.

    Article  Google Scholar 

  • Wu, Y., Dai, H. N., & Wang, H. (2020). Convergence of blockchain and edge computing for secure and scalable IIoT critical infrastructures in industry 4.0. IEEE Internet of Things Journal, 8(4), 2300–2317.

    Article  Google Scholar 

  • Yang, F., & Gu, S. (2021). Industry 4.0, a revolution that requires technology and national strategies. Complex & Intelligent Systems, 7(3), 1311–1325.

    Article  Google Scholar 

  • Zhou, C., Damiano, N., Whisner, B., & Reyes, M. (2017). Industrial internet of things:(IIoT) applications in underground coal mines. Mining Engineering, 69(12), 50.

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Department of Information Management, Chaoyang University of Technology, Taichung, Taiwan

    Vimal Kumar

  2. Department of Business Administration, Chaoyang University of Technology, Taichung, Taiwan

    Nagendra Kumar Sharma

  3. Department of Management Studies, Graphic Era (Deemed to be University), Dehradun, India

    Nagendra Kumar Sharma

  4. Department of Mechanical Engineering, Asra College of Engineering and Technology, Sangrur, Punjab, India

    Ankesh Mittal

  5. Department of Strategic Management, Indian Institute of Management Kozhikode, Kozhikode, Kerala, India

    Pratima Verma

Authors
  1. Vimal Kumar
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Nagendra Kumar Sharma
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Ankesh Mittal
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Pratima Verma
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Vimal Kumar .

Editor information

Editors and Affiliations

  1. EDHEC Business School, Roubaix, France

    Sachin S. Kamble

  2. Department of Food Engineering, National Institute of Food Technology Entrepreneurship and Management (NIFTEM) Kundli, Sonipat, Haryana, India

    Rahul S. Mor

  3. Rabat Business School, International University of Rabat, Salé, Morocco

    Amine Belhadi

Rights and permissions

Reprints and permissions

Copyright information

© 2023 The Author(s), under exclusive license to Springer Nature Switzerland AG

About this chapter

Check for updates. Verify currency and authenticity via CrossMark

Cite this chapter

Kumar, V., Sharma, N.K., Mittal, A., Verma, P. (2023). The Role of IoT and IIoT in Supplier and Customer Continuous Improvement Interface. In: Kamble, S.S., Mor, R.S., Belhadi, A. (eds) Digital Transformation and Industry 4.0 for Sustainable Supply Chain Performance. EAI/Springer Innovations in Communication and Computing. Springer, Cham. https://doi.org/10.1007/978-3-031-19711-6_7

Download citation

  • DOI: https://doi.org/10.1007/978-3-031-19711-6_7

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-031-19710-9

  • Online ISBN: 978-3-031-19711-6

  • eBook Packages: EngineeringEngineering (R0)

Publish with us

Policies and ethics

Search

Navigation