Purpose - This study aims to identify the drivers of human resource empowerment in understanding the new concept of quality (Quality 4.0) in the digital era.
Design/methodology/approach - First, the literature of quality management evolution in the fourth industrial revolution (Industry 4.0) and the position of required manpower in Quality 4.0 have been examined and then by using the opinions of experts and managers of Knowledge Intensive Business Services (KIBS) firms, a set of driver effects on the readiness and ability of human resources have been identified in the context of Quality 4.0. After identifying the drivers, cause and effect relationships among these drivers have been investigated using the Gray DEMATEL technique.
Findings - Findings indicated that 29 drivers were identified for the readiness and ability of human resources required in Quality 4.0, which are due to multiple interactions of quality management in different stages of the production cycle. They were divided into the approaches of new valuation, composite dimension, team creativity, and total inspection. The driver “technical abilities and capability to solve problems” was identified as the most important driver.
Practical implications - The results of this study help KIBS firms in taking the necessary measures and planning to increase the readiness and ability of human resources in accordance with the changes in managing Quality 4.0. Also, considering the importance of each driver they will be able to take a step towards total quality improvement.
Originality/value - Despite extensive research on the subject of Fourth Industrial Revolution, research on the human aspects required for managing Quality 4.0 is limited and this study has been conducted with the aim of examining the cause-and-effect relationships between human resource drivers to adapt to the changes in Quality 4.0.