Article three , opinion piece : The DQIM - The Dynamic Quality Intelligence Model

Wrap-up of previous Opinion Pieces: Article one and Article two

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The 9000 Quality definition is valid and useful, and the statements made by the great quality gurus and thinkers which the author admires for many years like Juran (Fitness for use), Crosby (Conformance to requirements.) Garvin (Value-based approach) and Deming (Meeting or exceeding customer expectations). It is important to note that these definitions are not mutually exclusive. In fact, they often complement each other. For example, a product that is fit for use is likely to meet customer requirements and provide value. However, it is also important to consider the specific context in which a product or service is being used. What is considered to be high quality in one situation may not be considered to be high quality in another. The question presented in previous Articles, One and Two opinion pieces is the impact of the emerging technologies. Over the last decade, digital technologies have changed the attitude and quality perception of customers, consumers, and users. The common Quality definitions mentioned above refer mostly to two dimensions which are Products and Services while the new digital era is providing three additional dimensions to Quality: Solutions, Knowledge, and Experience. Just to mention that the new GEN AI is providing quality unprecedented solutions, knowledge, and experience that no one could even dream of 3 years ago.

Marshall McLuhan believed that technology plays a crucial role in shaping society and individual behavior. He argued that as technology evolves, it alters the way we think, communicate, and perceive the world. McLuhan viewed technology as an extension of human senses and abilities. For example, the internet extends our cognitive abilities. McLuhan emphasized the importance of the sensory environment created by technology, leading to unique experiences, and shaping our perception of reality. Albert Einstein stated:? ?"The measure of intelligence is the ability to change."

Here are real-world examples of the integrated value of various sectors that synergize mixture of the five quality dimensions: Products, Services, Solutions, Knowledge, and Experience:

1. Personal Healthcare

- Value: Proactive personalized health outcomes.

- Evolution: From treating illness to preventing disease and wellness optimization.

- Dimensions:

? - Services: Preventive care, remote monitoring.

? - Solutions: AI-driven diagnostic systems.

? - Knowledge: Patient Real-Time health insights.

? - Experience: Seamless care journey.

- Utilizing advanced technologies: Genomics, AI diagnostics, IoT monitoring

2. Financial Services

- Value: Financial opportunities.

- Evolution: From transactions to lifestyle financial orchestration.

- Dimensions:

? - Services: Predictive personal or family scale advisory.

? - Solutions: Long-term wealth management.

? - Knowledge: Personalized financial insights.

? - Experiences: Friendly UX banking.

- Utilizing advanced technologies: Blockchain, AI analytics, embedded finance.

3. Electrical car

- Value: Reduced cost of ownership.

- Evolution: Car design customization.

- Dimensions:

? - Products: Adaptive vehicle, minimizing accidents.

? - Services: Predictive maintenance.

? - Solutions: Low-cost maintenance.

? - Experiences: Easy and more safely to operate.

- Utilizing advanced technologies: IoT, AI optimization, solar roof.

4. High School Education

- Value: Lifelong personalized learning.

- Evolution: From standardized to adaptive learning.

- Dimensions:

? - Products: Interactive and 3D+ visual content.

? - Services: Anytime Online tutoring.

? - Solutions: Personal learning paths

? - Knowledge: Students skills analytics.

? - Experiences: Enjoyable and immersive learning

- Utilizing advanced technologies: AR/VR, adaptive algorithms, gamification.

6. Public Transportation

- Value: Seamless mobility solutions.

- Evolution: From fixed routes to dynamic mobility.

- Dimensions:

? - Products: First class couch.

? - Services: Mobility-as-a-Service.

? - Solutions: Mobility planning and Real-time optimization.

? - Knowledge: Periodic journey analytics

? - Experience: Comfort facilities and safety.

- Utilizing advanced technologies: ?Autonomous systems, IoT tracking, AI routing

7. Home Energy

- Value: Sustainable and stable power.

- Evolution: Picking the best provider.

- Dimensions:

? - Solutions: Energy optimization.

? - Knowledge: On-line Usage data.

? - Experiences: Self-healing networks.

- Enhancement: Smart meters, AI forecasting.

8. Fresh Food delivery

- Value: Healthy organic food

- Evolution: Tracing personal diets changes of

- Dimensions:

? - Products: Clean and ready for use.

? - Services: Delivery per home consumption.

? - Solutions: Family expenses control

? - Knowledge: Data and information on health impact

? - Experience: Tasty and colourful

- Utilizing advanced technologies: AI, IoT and Big Data.

These examples demonstrate clear alignment with evolving stakeholders’ perceptions, Integration applicable quality five dimensions, advanced technology as an enabler, continuous adaptation to changing needs and measurable value outcomes.

Considering the received feedback and comments after posting Article one and Article two the author is proposing a simplified core definition of Quality:

"The integrated value fulfilling stakeholders' evolving perceptions."

Supported by an extended statement considering the impact of the emerging digital technologies:

"This integrated value is delivered through five synergistic dimensions—products, services, solutions, knowledge, and experiences—continuously enhanced by intelligent utilization of advanced technologies."

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The DQIM principles - The Dynamic Quality Intelligence Model

As McLuhan believed that technology plays a crucial role in shaping society and individual behaviour and it alters the way we think, communicate, and perceive the world, Quality is also an element of the world around us. There is a need for dynamic and intelligence model which addresses ??the shift from the current semi-static definition to continuous change and adaptability, which is crucial in today's fast-paced business environment adaptation to different stakeholders’ perceptions.

This DQIM model outlines a structured approach to analyze the current customers satisfaction level towards the accelerated impact of the advanced technologies on each of the 5 dimensions of quality as perceived by the ?relevant stakeholders. ?

Phase 1: Analysis

Purpose: Analysing the weighed gap of the relevant stakeholder’s perception of the current state and the desired state for each of the five quality dimensions: Product, Services, Solutions, Knowledge, and Experience.

Helpful AI tools to be used: Word Cloud Generator, GEN AI

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Phase 2: Enablers Transformation and Execution

Purpose: Transforming processes and resources of the Quality Management System into prioritized effective plans for closing the gaps of most critical weighted quality dimensions identified in Phase 1 while effectively utilizing advanced digital systems.

Helpful AI tools to be used: Process Mining, AI-Driven Decision-Making Tools, and Business Intelligence

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Phase 3: Monitoring and Learning:

Purpose: Real-time monitoring and adaptive learning. This includes tracking digital KPIs, gathering stakeholders’ feedback, monitoring technology performance, using data analytics and artificial intelligence for pattern recognition, predictive modeling later to be used for continuous change management.

Helpful AI tools to be used: Data Warehousing and Data Lakes, Data Mining and Analytics, Data Visualization Tools, Predictive Analytics and Risk Assessment and Mitigation Tools.

Phase 4: Closed Loop Continuous improvement

Purpose: This stage is similar to the A of the known PDCA cycle using artificial intelligence systems, for example advanced GEN AI to make the needed adjustments to meet the dynamic of the relevant stakeholders' expectations and changing quality perception.

Helpful AI tools to be used: Word Cloud Generator, GEN AI

Like any other significant organizational change this new paradigm requires several preparation steps to make sustainable: ?leadership alignment and commitment, change Impact assessment, resource allocation planning, digital skills assessment, training program, role redefinition, risk management and communication strategy.

The DQIM model provides a practical framework for operationalizing this new understanding of quality. By analysing stakeholder expectations, transforming systems and processes, monitoring performance, and continuously improving through AI-driven insights, organizations can ensure they are delivering value in a rapidly changing landscape. In an era of rapid technological advancements, shifting consumer behaviours, and global uncertainty, organizations should embrace an adaptable and technology-driven approach, not only to meet the evolving expectations of their stakeholders but also unlock new opportunities for innovation and growth.

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The author invites the reader to provide feedback or comments related to the proposed DQIM - The Dynamic Quality Intelligence Model that may require academic investigational effort for its validation.