Title: Effective quality management in Industry 4.0: a social-technical systems perspective from China's automotive industry

Authors: Yang He; Hua Wang

Addresses: Emlyon Business School, 144 Avenue Jean Jaurès, 69007 Lyon, France ' Emlyon Business School, 144 Avenue Jean Jaurès, 69007 Lyon, France

Abstract: This paper explores key elements of quality management that positively contribute to the performance of corporates implementing Industry 4.0. Based on the socio-technical systems (STS) theory applied to total quality management (TQM), this study employs partial least squares structural equation modelling (PLS-SEM) to analyse survey data from 245 managers in the Chinese automotive industry. This study yielded several important findings. Quality information systems and workforce management are the most significant predictors of digital transformation. Notably, the strongest performance outcomes are derived from system alignment: quality information systems (technical subsystems) supported by workforce capabilities and customer insights (social subsystems). Additionally, the study demonstrates that customer focus, to drive measurable performance, must be operationalised through technical and informational channels, whereas standardised process control does not exert a positive impact on firm performance. Our study advances TQM4.0 theory from toolkits and definitions to a system-level model of capability integration tailored to digital environments.

Keywords: total quality management; TQM; Industry 4.0; socio-technical system; STS; automobile industry; China.

DOI: 10.1504/IJATM.2026.155606

International Journal of Automotive Technology and Management, 2026 Vol.26 No.2, pp.115 - 137

Received: 07 Oct 2025
Accepted: 19 Dec 2025
Published online: 06 Aug 2026 *

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