From classical TQM to digital quality management: The impact of automation and industry 4.0 technologies on quality management in Macedonian companies

The purpose of this paper is to examine the transformation of Total Quality Management (TQM) practices under conditions of digitalization, automation, and Industry 4.0, with a specific focus on their impact on organizational quality performance, operational efficiency, and competitiveness in Macedonian companies.
The study employs a mixed-methods research design, integrating quantitative survey research, structured interviews with managers and quality professionals, and an empirical analysis of key performance indicators (KPIs), including quality level, defect rate, process efficiency, and operational performance. The sample includes companies with different levels of digital maturity, enabling a comparative assessment of traditional and digitally enhanced TQM practices within a dynamic business environment.
The findings indicate that digitalization significantly improves the effectiveness of TQM by enabling real-time data collection, enhanced process monitoring, predictive quality control, and data-driven decision-making. Companies with higher levels of digital maturity demonstrate superior quality outcomes, reduced defect rates, and improved operational efficiency. However, the results also identify key challenges in the digital transformation of TQM, including organizational resistance to change, insufficient employee digital skills, and partial or fragmented integration of advanced technologies into existing quality management systems.
The research is limited by its focus on a single national context and a relatively constrained sample size, which may limit the generalizability of the results. Future research could extend the analysis to other countries, industries, or longitudinal datasets to further explore the long-term effects of digital TQM
transformation.
The study offers practical insights for managers and decision-makers on how to modernize TQM through digital technologies, supporting continuous improvement, more efficient resource utilization, and sustainable quality performance.
Digitally enabled TQM contributes to sustainable business practices, improved working conditions, enhanced employee involvement, and greater stakeholder satisfaction.
This paper provides original empirical evidence on the integration of TQM and digitalization in a developing economy, emphasizing the role of digital maturity and KPI-based evaluation in achieving sustainable quality and competitive advantage.