Prioritizing Quality 4.0 enablers in the Iranian ICT industry: an improved hybrid BWM-multicriteria approach

Purpose This study aims to identify and classify enablers of Quality 4.0 implementation in the Iranian information and communication technology (ICT) sector. Design/methodology/approach The research reviewed existing documents to identify enablers and performance results for implementing Quality 4.0. We collected data using a descriptive survey approach and a questionnaire. The study employed a novel hybrid simplified group best-worst method (SGBWM) for quantitative analysis and group decision-making. Findings The research found and sorted important factors that help decision-making based on what the group thought. Key factors included leadership and strategy, technology and infrastructure and culture and people, while supporting enablers included processes and operations, supply chain and partnerships. The SGBWM approach showed that Iranian ICT managers focused more on improving how well the organization performs (0.3318) than on sustainable development (0.0749). Technological abilities and customer satisfaction were nearly equal in importance, with competitive abilities coming in second. Research limitations/implications This study was conducted within the Iranian ICT sector concerning the performance results expected by managers. Findings may be context-specific due to local cultural and infrastructural factors. The results may differ in other countries and industries due to varying cultural and infrastructural factors. Originality/value This research may fill the gap left by the limited studies on classifying Quality 4.0 implementation enablers in the ICT industry and provide valuable insights to guide managers in their journey of Quality 4.0 implementation.