ASSESSMENT AND OPTIMIZATION OF DIGITAL MATURITY IN QUALITY MANAGEMENT SYSTEMS WITHIN A KNOWLEDGE-BASED ORGANIZATION
TL;DR
A conceptual model that integrates key dimensions of digital maturity and strategy, processes, technology, data, people, and organizational culture, specifically tailored to quality management is proposed, and a set of optimization measures are formulates, including process digitalization projects, improved data governance, and capability-building initiatives for staff.
Abstract
This paper explores how digital maturity can be assessed and improved in quality management systems within a knowledge-based organization. The study proposes a conceptual model that integrates key dimensions of digital maturity and strategy, processes, technology, data, people, and organizational culture, specifically tailored to quality management. Building on existing approaches to digital maturity and Quality 4.0, the paper defines maturity levels and operational indicators for each dimension, then applies the model in a single case study of a knowledge-based organization. Data are collected through document analysis and semi-structured interviews with key stakeholders involved in the quality management system. The results highlight uneven digital maturity across dimensions, with stronger capabilities in process formalization and weaker development in data integration and advanced analytics. Based on the identified gaps, the article formulates a set of optimization measures, including process digitalization projects, improved data governance, and capability-building initiatives for staff. The paper contributes a practical assessment and optimization framework that can support organizations seeking to align their quality management systems with the requirements of digital transformation in knowledge-based environments.