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The Management of Operations

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Industry experiences of artificial intelligence (AI):

benefits and challenges in operations and supply
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Samuel Fosso Wamba, Maciel M. Queiroz, Cameron Guthrie & Ashley

Braganza

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PRODUCTION PLANNING & CONTROL
https://doi.org/10.1080/09537287.2021.1882695

Industry experiences of artificial intelligence (AI): benefits and challenges in

operations and supply chain management
Samuel Fosso Wambaa , Maciel M. Queirozb , Cameron Guthriea and Ashley Braganzac
a
Information, Operations and Management Sciences, TBS Business School, Toulouse, France; bPostgraduate Program in Business
Administration, Paulista University – UNIP, S~ao Paulo, Brazil; cCollege of Business, Arts and Social Sciences, Brunel Business School,
Uxbridge, UK

ABSTRACT ARTICLE HISTORY

This editorial aims to present the papers accepted for the special issue (SI) ’Industry experiences of Received 20 January 2021
Artificial Intelligence (AI): benefits and challenges in operations and supply chain management.’ First, Accepted 24 January 2021
we provide a brief introduction considering the relationship between AI and operations and supply
KEYWORDS
chain management (OSCM) by highlighting some companies already using and practical insights. In
Editorial; artificial
sequence, we introduce the papers selected for the SI. The last section gives some intriguing and chal- intelligence; AI; industry
lenging research directions for scholars and industry practitioners by highlighting potential topics, experiences; operations and
research opportunities, and possible benefits. Through this SI, we look forward to helping industry supply chain management;
practitioners, policy-makers, scholars, and all interested in this field to gain more knowledge about AI production systems
applications and insights in relation to OSCM.

1. The interplay between AI and OSCM
Recent cutting-edge technologies such as AI, big data, block-
chain, drones, robotics, augmented reality, virtual reality, 3 D
Printing, Internet of Things (IoT), 5 G, and biometrics are
already transforming the way people acquire and consume
goods, the way firms manufacture and deliver such goods,
as well as the interactions between logistics networks and
the society as a whole. These technologies are at the core of
the fourth Industrial Revolution, or Industry 4.0
(Papadopoulos et al. 2021). In this context, business models
and logistics production systems need to adapt to the new
dynamics of production and consumption (Queiroz, Fosso
Wamba, et al. 2020; Fosso Wamba and Queiroz 2020;
Hennelly et al. 2020).
The ubiquity of mobile devices and apps is drastically
changing the customer experience and expectations, allow-
ing individuals to participate in various stages of the produc-
tion process. One of the most disruptive technologies for
contemporary operations and supply chain management
(OSCM) is artificial intelligence (AI) (Fosso Wamba et al. 2021;
Dubey et al. 2020; Grover, Kar, and Dwivedi 2020), a new
generation of which is being used to work on a vast array of
issues, including product recommendations and customisa-
tion, dynamic pricing, real-time production tracking, preven-
tion of order shipment delays and inventory shortages,
customer feedback collection for product development, and
supplier monitoring for procurement costs reduction (Syam
and Sharma 2018; Dong et al. 2021).
It is worth noting that AI can also be combined with
other Industry 4.0 cutting-edge technologies, such as big
data analytics, blockchain, the internet of things and cyber-
physical systems (Hughes et al. 2020). Today’s operations
and supply chain managers need to understand better how
AI can be applied to OSCM problems and activities. In this
vein, top consulting firms like McKinsey, Deloitte, Ernst &
Young, among others, have highlighted the potential of AI
applications to create business value and enable competitive
advantage (Mackinsey & Company 2020; Deloitte 2020; Ernst
& Young 2020). However, it is essential to point out that only
AI tools’ adoption does not ensure benefits, which makes it
necessary to have a set of strategies for operations efficiency
and business growth, risks management, and smart partner-
ships (Deloitte 2020). Table 1 draws attention to some AI
applications in different industries, based on accrued experi-
ence by industry practitioners.
The use of AI applications within an OSCM context
presents considerable managerial and organisational chal-
lenges. For example, in the adoption stage managers need
to identify the requisite capabilities and potential obstacles
to successful AI implementation (Dwivedi et al. 2021).
Besides, the potential impact of AI on operations manage-
ment, production planning and control, productivity and per-
formance is tremendous. However, there is a need for more
in-depth industry case experience and insights about AI
usage within organisations for existing OSCM problems (e.g.
production planning and control, demand forecasting, opera-
tions management optimisation, distribution management,
quality control, maintenance, etc.). In addition, considering

CONTACT Samuel Fosso Wamba s.fosso-wamba@tbs-education.fr Information, Operations and Management Sciences, TBS Business School, 1 Place
Alphonse Jourdain, Toulouse 31068, France
ß 2021 Informa UK Limited, trading as Taylor & Francis Group
2 S. FOSSO WAMBA ET AL.

Table 1. Some examples of industry experiences of AI.

Company Type of AI Example of application Example of main benefits
Amazon Robots Warehouse operations Productivity improvement and errors minimisation
DHL IDEA algorithm Routes optimisation and staff allocation Order-picking processes improvement, costs
minimisation, and e-fulfilment optimisation
General Motors Computer vision Monitoring failing robotics in Predictive maintenance and downtime minimisation
assembly operations
Goodyear AI sensors with IoT Smart tyre Monitoring and control of the tire changes and self-
repair in case of damage
Nestle Augmented reality (AR) Remote production and assistance, connecting Operations efficiency increase, quick response, CO2
suppliers, people and factories minimisation
Netflix Machine learning Movies and content production Resources and production process optimisation, and
customer product prediction
Atomwise Deep convolutional Drug discovery Drug discovery process optimisation
neural network

Table 2. Papers selected for this special issue.

Running order Manuscript title
1. Editorial Industry Experiences of Artificial Intelligence: Benefits and
Challenges in Operations and Supply Chain Management
2 Artificial Intelligence and Food Security: Swarm Intelligence
of AgriTech Drones for Smart AgriFood Operations
3 Adoption of AI-empowered Industrial Robots in Auto
Component Manufacturing Companies
4 Gigification, Job Engagement, and Satisfaction: The
Moderating Role of AI Enabled System Automation in
Operations Management
5 Improving Food Safety through Data Pattern Discovery in a
Sensor-Based Monitoring System
6 Managing Production Systems with Machine Learning: A
Case Analysis of Suzhou GCL Photovoltaic Technology
7 Artificial Intelligence in Operations Management and Supply
Chain Management: An Exploratory Case Study
8 Understanding the implications of Artificial Intelligence on
Field Service Operations: A Case Study of BT
Authors
Fosso Wamba, Samuel; Queiroz, Maciel M.; Guthrie,
Cameron; Braganza, Ashley
Spanaki, Konstantina; Karafili, Erisa; Sivarajah, Uthayasankar;
Despoudi, Stella; and Irani, Zahir
Pillai, Rajasshrie; Sivathanu, Brijesh; Mariani, Marcello; Rana,
Nripendra; Yang, Bai, and Dwivedi, Yogesh
Braganza, Ashley; Chen, Weifeng; Canhoto, Ana; and
SAP, Serap
Jacobsen, Hendrik and Tan, Kim Hua
Xia, Huosong; An, Wuyue; Zhang, Zuopeng (Justin); and
Liu, Genwang
Helo, Petri and Hao, Yuqiuge
Wang, Yingli; Skeete, Jean-Paul; and Owusu, Gilbert

unstable and unpredictable disruptions scenarios for contem-
porary OSCM (Queiroz, Ivanov, et al. 2020), AI becomes most
critical in production systems activities, not only to improve
performance but also to support an entire journey to organi-
sations business value.
Therefore, the primary objective of this special issue is to
stimulate ’industry experience of AI in OSCM’ by presenting
the finest research, industry experiences, and a debate
around how managers and industry practitioners are using
or could use AI to improve OSCM practice and performance
and create competitive advantage, as well as around the
enablers and inhibitors of adoption, integration and use.
2. Papers in this special issue
In response to our call for papers considering AI’s role in
OSCM, especially how AI could improve firms’ performance
and create value in a digital age when combined with other
Industry 4.0 cutting-edge technologies, we received excellent
papers from scholars and industry practitioners. Thus, this SI
has seven exceptional papers (Table 2) covering different AI
applications in OSCM-related fields, exploring attractive
industries with robust theories and methods, and presenting
stimulating findings.
The papers were organised according to the AI-approach.
In this vein, we have three main categories, AI-robots
approach, AI-association rules and machine learning, and AI-
miscellaneous approach. The first one comprises three
papers that present drone swarm intelligence; AI-empowered
industrial robots; and artificial intelligence system automa-
tion. The second group has two papers presenting an associ-
ation rule/Apriori algorithm, and sensor-based systems;
machine learning and big data. We have two miscellaneous
papers in the last category, which consider a rule-based sys-
tem, genetic algorithm, deep neural network, clustering ana-
lysis, machine learning, machine learning, neural networks,
genetic algorithm, classification tree, and heuristic, metaheur-
istics, evolutionary algorithms, and hybrid AI-simulation.
2.1. AI-robots approach
Spanaki et al., through a design science approach, present
an intriguing study in the first paper, considering drone
swarms intelligence in agricultural technology (AgriTech)
scenarios. The paper points out that the smart AgriFood
operations, supported by drone swarm scenarios, could sup-
port farming operations and productivity in inaccessible
areas and address food security problems.
In the second paper, Pillai et al., investigate the AI-
empowered Industrial Robots (InRos) adoption in the Indian
Auto Component Manufacturing Companies (ACMCs). The
paper’s conceptual model is supported by the well-known
Technology, Organisation, and Environment (TOE) framework.
By analysing 460 responses from managers and owners, the
authors show that the critical predictors of InRos adoption
intention were perceived compatibility, external pressure,
 PRODUCTION PLANNING & CONTROL 3

Table 3. Research agenda for AI in OSCM.

Primary topic
AI for remote and
teleworking activities
AI and workers relationship
AI for real-time production
systems performance
AI for personalised goods
AI for product design and
prototyping
AI integration with other
cutting-edge technologies
AI for unpredictable
disruptions
AI implementation cultural
barriers and enablers
AI critical success factors (CSF)
AI for an effective relationship
with the OSCM members
Research opportunities
Investigation of the leading AI applications to
production, planning and control activities
Identification of how AI could support and
improve production’s worker’s activities and
performance
Identification of opportunities to improve process
efficiency and waste minimisation by
AI approaches
Exploring new production models considering
customer interaction through the whole
production process
Examination of how AI tools integrated with
additive manufacturing could improve the
organisations time-to-market
Investigation AI approaches’ synergies with other
technologies like blockchain, edge and quantum
computing, digital twin, additive
manufacturing, etc.
Exploring how AI could support OSCM activities
considering highly disruptive events
Examination of differences of AI barriers and
enablers implementation in production systems
according to geographic region
Identification of the AI CSF on production systems
Investigation about how AI could minimise
inefficiencies in the production systems
transactions and activities communication
trough the value chain
Possible benefits
Production costs transactions and accidents minimisation; world-
class support and maintenance
Workers safety improvement; Setup times reduction; errors
minimisation; human-robot collaboration
Quality inspections time and costs minimisation; scrap
minimisation
With ’real-time’ customer monitoring and feedback, the
production systems and the supply chain could be benefitted
by a more ’realistic’ and optimised scheduling; and call centre
costs minimisation
Improvement of the value added to the customers; positive
social impacts strengthening (e.g. medical supplies,
humanitarian operations support)
AI with blockchain/additive manufacturing/edge and quantum
computing, digital twin applications for leverage and improve
the response, agility and flexibility in the production systems
and OSCM (e.g. ramp-up and shortages production during
severe disruptions)
Production systems resilience improvement; forecast prediction
improvement; more realistic production planning
Policies and production strategies for successful AI projects
implementation; Effective usage/development of the essential
organisation’s capabilities to AI projects
Development of more accurate production policies; organisation’s
capabilities and production staff training improvement
With machine learning combined with blockchain, the
transactions costs between the members could be drastically
minimised; improvement of the data accountability and
information sharing

perceived benefits, and vendors’ support. In contrast, they
found that IT infrastructure and government support do not
predict InRos adoption intention. Furthermore, the paper high-
lights the moderate negative effect of perceived cost issues.
In the third paper, by Braganza et al., the authors investi-
gate, in the ‘gig work’ context, the term of gigification for
the jobs that remain after the possible effects of Artificial
Intelligence System Automation (AI-SA). The adopted theor-
etical model enables them to examine system automation’s
impact on both job engagement and job satisfaction. Using
a survey in a representative London area, the authors show
intriguing findings, including that job satisfaction and
engagement can increase by gigification. Simultaneously, AI-
SA undermines the positive effect of gigification, considering
the workers from the production and supply chain industry.
2.2. AI-association rules and machine learning
In the fourth paper, Jacobsen and Tan develop a model
addressing data pattern discovery in a sensor-based monitor-
ing system to improve food safety. The authors highlight a
model approaching a transferable association rule, with sup-
port scalability, actionable information, and data insight.
They then resort to the ‘Cross-Industry Standard Process for
Data Mining’ (CRISP-DM) approach to analyse more than
4000 alarm entries from a fast-food franchise. Managers
should take advantage of the valuable findings that are pro-
vided to improve their food safety operations.
The fifth paper, by Xia et al., explores the production con-
trol dynamics and the interplay between production system
optimisation and lean strategic planning. The authors employ
machine learning and big data, taking into account a case in
one of the largest photovoltaic worldwide manufacturers.
Supported by data analysis and observation, they report that
machine learning positively affects quality management. Besides,
they demonstrate that data, information, and knowledge jointly
impact production systems intelligence performance.
2.3. AI-miscellaneous approach
In the sixth paper, Helo and Hao present four case studies,
with semi-structured interviews and critical analysis, consider-
ing the AI-driven supply chain and applications. The study pro-
vides valuable, singular guidance and insights about AI
strategies implementation to supply chain management and
its contributions to the operational performance. The authors
also identify various and potential value creation areas, consid-
ering the interplay between AI and supply chain applications.
Finally, in the seventh paper, Wang, Skeete, and Owusu
examine AI’s implications on field service operations. The
authors analyse a case study from the BT organisation,
employing longitudinal and participative approaches with
respondents based in the UK and France. The paper explores
the dynamics of the deployment of artificial agents on oper-
ational efficiency. It identifies a set of critical success factors
that are fundamental to AI field service operations’ success.
4 S. FOSSO WAMBA ET AL.
3. Research directions for scholars and industry
practitioners
The above-mentioned and insightful AI industry experience
concerning the impact of Artificial Intelligence on Operations
and Supply Chain Management allows us to conclude by
presenting an encouraging, stimulating, and thought-provok-
ing research agenda (Table 3).
Acknowledgments
This special issue results from an excellent and intensive collaboration of
scholars, industry practitioners, guest editors, contributing authors, and
the journal’s staff. We especially thank all the reviewers who provided
exceptional feedback in all rounds for the authors. We would also like to
give special thanks to Mrs. Heather Childe, Assistant to the Editor of
Production Planning & Control Journal, Taylor and Francis (staff), and the
Editor, Prof Stephen J. Childe. Their assistance was just wonderful during
the whole review cycle to release this special issue on time.
Disclosure statement
No potential conflict of interest was reported by the author(s).
Notes on contributors
Samuel Fosso Wamba is a Professor at Toulouse
Business School, France, and Visiting Professor of
Artificial Intelligence in Business at The University of
Bradford, UK. He earned his Ph.D. in industrial engin-
eering at the Polytechnic School of Montreal,
Canada. He also holds two master’s degrees: one
MSc in mathematics from the University of
Sherbrooke in Canada and another MSc in electronic
commerce (major: computer science) from HEC
Montreal, Canada. His current research focuses on business on the busi-
ness value of I.T., inter-organisational systems adoption, use and impacts,
supply chain management, electronic commerce, blockchain, artificial
intelligence for business, social media, business analytics, big data, and
open data. His work has been published in several international confer-
ences and journals, including the following: Academy of Management
Journal, European Journal of Information Systems, International Journal of
Production Economics, International Journal of Operations & Production
Management, International Journal of Production Research, Journal of
Business Research, Electronic Markets, Technology Forecasting and Social
Change, Information Systems Frontiers, and Production Planning & Control.
In 2017, he won the Best Paper Award by The Academy of Management
Journal and by The Electronic Markets: The International Journal on
Networked Business. He has been serving as a member on the editorial
board of five international journals. Moreover, he is a CompTIA
RFID þ Certified Professional, and the Academic Co-Founder of RFID
Academia. Apart from teaching and conducting research, He leads the
newly created Artificial Intelligence & Business Analytics Cluster. In one
of his areas of research, he has been recently recognised as the most
influential scholar in big data analytics and enterprises based on the
number of published articles and the number of citations, and among
the 2% of the most influential scholars in the world based on the
Mendeley database that includes 100,000 top-scientists. He ranks in
ClarivateTMs 1% most cited scholars in the world for 2020, from the
‘Highly Cited ResearchersTM’ list that identifies global research scientists
who show exceptional influence-reflected in the publication of multiple
papers frequently cited by their peers. Furthermore, his current Google
Scholar h-index is 46, with 9 085 citations by November 29. He tweets
at @fowassa.
Dr. Maciel M. Queiroz is a Professor and Researcher
of Operations and Supply Chain Management at
Paulista University – UNIP. He earned his Ph.D. in
Naval Architecture and Ocean Engineering at the
University of Sao Paulo, Brazil. His current research
focuses on Digital transformation, including Digital
supply chain capabilities, Industry 4.0, AI, Blockchain,
Big data, and IoT. He has published papers in top-
tier international journals and conferences, including
the International Journal of Production Economics, International Journal of
Production Research, International Journal of Information Management,
International Journal of Logistics Management, Supply Chain Management,
Annals of Operations Research, Technological Forecasting and Social
Change, Business Process Management Journal, Benchmarking, among
others. His research also appeared in the Proceedings of the IFAC-MIM,
IMAM, TMS, ISL, among others. He serves as a reviewer for international
journals and conferences. He has been serving as a Guest Co-Editor for
top-tier journals, including Production Planning and Control, Annals of
Operations Research, International Journal of Information Management,
International Journal of Operations & Production Management, Industrial
Management and Data Systems, etc.
Dr. Cameron Guthrie is an Associate Professor in
decision and system sciences at Toulouse Business
School. He earned his Ph.D. in management science
at the Universite de Paris Pantheon-Sorbonne. His
current research focuses on electronic commerce,
digital strategy and technology adoption. He has
published papers in a variety of journals including
Technological Forecasting and Social Change,
Knowledge Management Research & Practice, Business
Process Management Journal, Industrial Relations, Accounting & Finance,
Journal of Management History, History of Economic Ideas, Journal of
Entrepreneurship Education and Journal of Information Systems Education.
Professor Ashley Braganza is the Deputy Dean of
the College of Business, Arts and Social Sciences in
Brunel University London. He holds the Chair of
Business Transformation. In 2018, he founded
Brunel’s Centre for Artificial Intelligence. The centre
is truly interdisciplinary – with members from engin-
eering, health, life sciences, social sciences, law, busi-
ness and management as well as computer science
and education. The Centre for AI has extensive
national and international relationships with universities and organisa-
tions in the public, private and third sectors. The overarching purpose of
the Centre is to study the effect of AI on societies, organisations and
individuals. More recently, he and a team of Brunel scholars have won
funding to create AI Lab within the Centre. In addition to leading and
directing Centre activities, he has pioneered the development of an
interdisciplinary Master of Science in AI Strategy. He is currently working
on two funded projects examining the effects of AI on employment,
productivity, business models and graduate skills. He has a strong track
record of winning research grants and has published over one hundred
double blind refereed journal and conference papers. He has consulted
with numerous multinational companies in the UK and internationally,
working with board directors, on a wide range of issues including tech-
nology strategies, transformation programmes and culture change
initiatives.

ORCID
Samuel Fosso Wamba http://orcid.org/0000-0002-1073-058X
Maciel M. Queiroz http://orcid.org/0000-0002-6025-9191
Cameron Guthrie http://orcid.org/0000-0003-2712-8891
Ashley Braganza http://orcid.org/0000-0003-4989-6656
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