ABSTRACT
In today’s dynamically changing business environment, the focus is shifting toward achieving customer value through elements of environmentally friendly, sustainable, and innovative business to implement the principles of Industry 4.0. The customer is a key source of revenue for the enterprise; hence, that is essential to focus on assurance customer´s value. The customers’ demands and their awareness toward sustainable entrepreneurship are increasing, and therefore it is imperative to focus on customer satisfaction, and consequently to quality management for assurance value the customer in Industry 4.0 times. Quality is essential for safety and customer satisfaction. Quality management should be focused on satisfying customer needs and seen as one of the cornerstones of business. Providing quality products and services should be seen as the only way to maintain a successful entrepreneurship. Thus, producers must demonstrate to customers that they sufficiently understand what their customers value and they must display their performance in creating and delivering value to customers. Indeed, businesses know how to align their purpose with their sense of responsibility, and the following activities should be implemented: increasing focus on customer needs, measuring customer value, strengthening customer relationships, thinking creatively about all areas of business operations, and developing value innovation. This chapter aims to propose a process for quality management in the Industry 4.0 era to maintain customer value based on literature background and research. A sub-objective is to propose recommendations to increase the competitiveness of companies and implement sustainable development goals.
