The role of digital transformation in influencing the orientation of quality management practices: a contingency theory perspective

Purpose This study empirically examines how digital transformation influences quality management (QM). Drawing on contingency theory, we develop a conceptual model that proposes relationships among digital transformation, QM practices and QM performance. Design/methodology/approach The proposed model is tested using survey data collected from 213 practicing quality managers in manufacturing and service companies in France. Findings The results partially support the proposition that digital transformation plays a central role in enabling QM to effectively implement both exploration-oriented and exploitation-oriented practices. Specifically, pursuing a comprehensive digital strategy and digitalising key organisational capabilities positively influence the enactment of both exploitation and exploration QM practices, which in turn drive superior performance outcomes. However, the use of digital technologies was not found to influence QM practices. Originality/value This study extends existing research on the digitalisation of QM by developing a theory-driven research model and subjecting it to large-scale empirical validation using a sample of service and manufacturing organisations.