Chapter 4: Conceptual Model of a Process Performance Evaluation Toward Quality 4.0

The digital transformation toward Industry 4.0 has significantly affected the approaches for measuring and evaluating organizational performance, requiring the incorporation of advanced technologies and data-driven methods. This paper proposes a new conceptual model for process performance evaluation toward Quality 4.0, using Ordered Fuzzy Numbers (OFNs) and the multi-criteria OFN-Weighted Aggregated Sum Product Assessment (WASPAS) method. The proposed model extends traditional methods by incorporating a direction of change analysis of Key Performance Indicators (KPIs), allowing for a more relevant and dynamic evaluation over time. An illustrative application example from the electronics manufacturing industry demonstrates the model’s ability to detect early warning signs of process efficiency and quality. The results highlight the practical implications of integrating OFN theory with performance measurement, emphasizing the benefits of reviewing the direction of change of KPIs. By facilitating decision-making, particularly in quality management, the model helps managers identify opportunities for improvement and respond to potential problems before they escalate. This approach addresses the limitations of traditional KPIs averaging and provides a more sophisticated tool for assessing organizational performance in the Quality 4.0 era. This chapter concludes with a discussion of future research orientations and limitations of the proposed approach, focusing on the potential of combining expert and data-driven decision approaches.