Investigating the role of industry 4.0 in the quality of products and services (case study: home appliance industry)

The purpose of this research is to investigate the role of Industry 4.0 by identifying and improving the achievements of Industry 4.0 in the quality of products and services provided in the country's home appliance industry. In order to conduct the present research, nine achievements of Industry 4.0 in the quality of products and services provided were identified using research literature. The statistical population of this research is managers, employees, and vice presidents of companies active in the field of household appliances all over the country, 72 of whom were selected by purposive sampling. Using the fuzzy cognitive map, the current status of each of the identified achievements was investigated. This research, by designing a backward scenario, has shown what achievements should be improved in order to reduce waste and production costs. Also, , by compiling and designing a forward-looking scenario, seeks to find out what achievements will be made in order to improve the quality of products and services in the country's home appliance industry, if the costs of waste and production are reduced.