Organizational Culture: The Key to Improving Service Management in Industry 4.0

Industry 4.0 can enhance the operational efficiency of the supply chain, but the current research mainly focuses on analytics and smart things. Many companies integrate their organizations more closely with data by adopting Industry 4.0, but this study found that some companies have changed their leadership, organizational, and customer relationships through the adoption of CPS. Industry 4.0 is a socio-technical system that should be explored in terms of management prac-tices, employee feedback, and the cause-and-effect relationship between them. This study proposes a modeling framework using the Su-field analysis of TRIZ method (Theory of Inventive Problem Solving) and applies the Partial Least Squares Structural Equation Modeling (PLS-SEM) method to investigate the relationship between leadership, organizational culture, and service management in the Taiwan industry. The results show that the data analysis, CPS, IoT, and intelligent technologies of Industry 4.0 can facilitate connections within the value chain and increase agility in response to environmental changes. Companies must have a good organizational culture and provide the right incentives to gain the organizational commitment of their employees to implement Industry 4.0.