Managing Quality 4.0 combining ISO 25010 Criteria and ITIL practices
Jerry Rice
47 Posts
Daniel Zrymiak
This thread is set up to discuss yesterday's webinar with Daniel Zrymiak‍  Dan explained
  • How Quality 4.0 applies proven quality practices to address several specific examples of Industry 4.0 including Additive Manufacturing, Artificial Intelligence, Digital Manufacturing, Cloud Computing, Blockchain, Big Data and Analytics, and the Internet of Things.
  • Identifying and applying international models (ISO 25010: Systems and Software Quality Requirements and Evaluation; ISO 25012: Data Quality) to determine applicable quality characteristics.
  • Identifying and applying ITIL practices for managing information and technology, with specific emphasis on Business Analysis, Change Enablement, Release Management, Deployment Management, Incident and Problem Management, and Continuous Improvement.
  • Combining these practices, along with Cost of Quality metrics, to determine the return on investment and benefit to Quality of Quality 4.0 application and deployment.
Did you attend this webinar? If not, check out recording HERE. Do you have any additional insights? Questions? Luigi SillePeggy MilzGrace Duffy‍ 


14 Replies
Grace Duffy
60 Posts
Very well prepared and presented, Dan. Although many of the technical tools mentioned for Quality 4.0 are not new, you provided strong suggestions for how to use those concepts in the new reincarnation of data bases, both local and cloud. The connection of agile and Cost of Quality is an innovative way to provide flexibility through more effective, focused planning. 
Hi Grace Duffy‍  , 

Thank you for the overview.  The planning is the key, and I think there is also a human element.  Susan Gorveatte‍  can elaborate on some of those items as well.

I used the term stakeholder, but the VoC and Change Management aspects championed by thought-leaders like Karen Maskell‍  would be applicable in deploying and migrating innovative solutions to a range of employees and customers.  

Overall, I strove to elaborate on some of the considerations pertaining to Quality, and the potential risks and failure modes pertaining to information and technology.  The best case would be if this discussion was a catalyst for other pursuits or investigations of ways to successfully plan and deploy Quality 4.0 innovations in a way that resulted in positive returns on investment.

HI Jerry Rice‍  , Douglas Wood‍ :

I wanted to commend you both, and QMD in general, for the very efficient and prepared manner in which the Webinar was planned and conducted.

There is a lot that goes on behind the scenes that is not visible to the masses, but is greatly appreciated.  It was a great endeavour in which to be involved, and I actually consider it to be one of the highlights of my ASQ member experience.

I encourage anyone with a Quality 4.0 topic to consider communicating it through QMD's webinar program.  Your content and communication will be very well served by the devoted tandem of Doug and Jerry, and those whom they mentor to continue this exceptional platform.
Thanks for the shout out Dan ;)  Great article by the way, well done.
I also want to mention that this links to the Quality Management Body of Knowledge

Quality Management BOK Reference

II Strategic Plan Development and Deployment
II.B Business Environment Analysis
II.B.4 Technology - Describe how changes in technology can have long- and short-term influences on strategic planning .
Dear Dan,
This is a good overview of the software side of Quality 4.0
In answer to the one question posed which you passed off to me, here is the definition of Quality 4.0 that I use which also has embedded into it a framework:
Quality 4.0 applies digital technologies to the data capture and processing of productive systems so that profound knowledge of the process performance can be obtained and the system outcome and throughput can be optimized in real time.
Note that there are several items included: productive systems, profound knowledge, and a process of feedback and adaptive learning.
According to this definition, this presentation addresses only the software component. However, there is much more to it than this. We will cover these other topics in the Quality 4.0 Summit. 
Best regards,
Dear Dan,
An amplifying comment (or three) are in order from my last post.
By profound knowledge, I am referring to the recent definition from the ASQ  Journal of Quality & Participation.  There are four components: structure of systems (process technology, not just appreciation of a system), predictive analytics (statistical thinking - not just variation), managing the knowledge domain (not just theory of knowledge), and  human understanding and integration (not just psychology). Note that Deming's original list was passive, while this approach is active. It is not about just possessing knowledge, rather it is about applying knowledge so there is some probability of an expected result in the future system state.
Productive systems also have four components: technological systems (hardware, software, as well as communication and integration mechanisms), human systems (engaged in both design and operation), management systems (planning, coordinating, operating, controlling, and reporting), and cultural values. 
This multi-dimensional system will require us to reconsider and potentially redefine what we mean by quality and the tools which we use to manage it. Some areas that I think we need to question include: standard control charting approaches, risk and failure analysis, cost of quality methods, capability analysis methods, etc. There is a lot to do when we think of moving to a digitized world.
So, software quality offers one place to start, but we also have to think of the engineered systems, management systems, and the human and cultural aspects as well!
I encourage you to participate in the Quality 4.0 and hear the evolving thinking on these subjects!
Best regards,
Luigi Sille
110 Posts
Hi Daniel Zrymiak‍, just saw your presentation. Great presentation, clear, easy to follow. 
Again you met my expectations.

Job well done.
Is it Ok to share the link to ASQ non-members? I find this info (webinar) valuable, and has to be shared with a larger group.

I would love to see maybe in another webinar the human part.
The relationship between new technology and the human factor. 

How important is the involvement of people within Industry/ Quality 4.0

Hi Luigi Sille‍ 

I have already put the link out to the ASQ group on LinkedIn, and I would like to see this expanded.  I also invite our more advanced thought-leaders to enhance and elaborate upon this topic with their own perspectives.

The presentation actually represents 1/3 or 1/4 of the solution, and it should definitely be enhanced from the additional contributions pertaining to:
- Employee engagement and buy-in
- Vendor qualification and supply chain management
- Voice of the Customer and Kano model
- Demand-driven workflows and material provision
- Strategic cost management for capital and operational expenses
- Dashboards and digital displays" visualization and alerting systems

We already have this content and expertise with ASQ so we are already capable of aggregating this content into a cohesive body of knowledge.

Within the presentation, I referenced the considerable merits of the extensive presentations already shared by Gregory Watson‍ .  Aside from some tactical methods from ITIL, most of the content within this presentation represents a very modest subset of material Dr. Watson carefully researched and expertly communicated within QMD's previous webinars.
Hello Gregory Watson‍ 

To your portion:
Productive systems also have four components: technological systems (hardware, software, as well as communication and integration mechanisms), human systems (engaged in both design and operation), management systems (planning, coordinating, operating, controlling, and reporting), and cultural values. 

I recognize that my modest presentation touched on the technological systems as the object that needed controlling, the management systems as the means to exert such controls, but offered very little with respect to human systems and cultural values.  I did address the importance of involving stakeholders in the initial analysis of a potential Quality 4.0 innovation, but that bears additional consideration.

As for "Applies Digital Technologies to Data Capture", this opens up potential failure modes in both the digital technologies and the data being captured and managed.  I hope that through this presentation, I was able to shine a light on some of those potential failure modes, along with the corrective steps needed for recovery and resolution.  The complexities in both areas expand the human element and the need for training and awareness.  For example, the data capture of information in September 2020 may cause information from August 2020 or September 2019 to be overwritten and lost if the data previously captured was not properly recorded, stored, or archived.

Within the presentation, I defined Reliability as the inverse of failure, so on a broader scale, Quality is the inverse of satisfactory performance, when applied to acceptance criteria, quantitative measures, and qualitative indicators.  With more potential failure modes of seemingly infinite impact, the scope of Quality must also increase by commensurate measures, and be present at the earliest stages.  Quality is no longer a discretionary "Check" layer after "Do", but must be seen as a concurrent or prerequisite step.

I am honoured and humbled to be in your company, and appreciate the kind indulgence of your interest and attention.  I welcome other perspectives as well as we establish the academic and vocational parameters of Quality 4.0 and its attributes.
Dear Dan, 
Opening this conversation in QMD is a very valuable contribution. The points that you are making are indeed the bridge to the future upon which quality management professional s must build. In the future taking care of the operational side of the human aspects of quality and building coordination, cooperation, and integration on the management side of quality are two aspects where humans must remain in charge and where quality professionals can influence positive outcomes for organizations. Regarding the technical systems and information systems, the bridge from software quality is important as quality has (finally) a presence as you pointed out in your presentation. However, we should not get caught up too much in standards as the software community has always been a very loose community - their structured walk-through (established by Yourdon in the 1970s) is like a gemba walk for the mind among software master programmers and it represents a rational approach to software development. However, today we have software robots and testing systems that check logic and timing and this has moved more toward a scientific domain. There lingers, however, in the agile movement, this same desire for the "freedom of the coder" and this rejects a too structured approach for planning design of software which they prefer to do incrementally using Scrum as a method for project management. 
Thus, you have a starting point - or jumping off point for advancing this knowledge. As Jerry pointed out this topic needs further developing in the QMD BoK under Technology. As an engineer, I have found that too many quality people avoid the details in a technology discussion - relegating this to hardware engineers or software programmers. This is a mistake. Just as we fought to learn the language of money, we must also extend our knowledge into these technologies as they will become drivers of the future ways that we help organizations to practice quality.
We have a good start.
Best regards,
As I read these wonderful and insightful comments, I hear a statement in Dr. Deming's voice, "HOW DO YOU KNOW?" By this I suggest good process management needs to have some measures of how well we are identifying, assessing, and managing the risks in each of the domains mentioned (technological, human, knowledge, etc.) I hope there is more to come on this. 
Douglas C. Wood 
Dear Doug,
The last Webinar in my QMD "Managing for Quality" series will be precisely addressing the topic that you have raised as well as what we, as a quality community, need to do to make an effective transition!
Best regards,
Peggy Milz
8 Posts
What a great presentation by Dan.  The Quality Management Division is very fortunate to have Dan on our team!  This would be a great presentation for a virtual section meeting.  Hopefully sections will reach out to Dan to present this for them.