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

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.