This study aims at identifying the key agile, lean, resilient and green practices that influence capability of cold supply chain (CSC) using Interpretive Structural Modelling (ISM) technique. Various measures of lean, green, resilient, and agile practices in CSC were identified from previous studies and experts’ opinions. Contextual relationships between practice measures were established via brainstorming session. Measures were then classified based on their driving and dependence powers. The results showed that measures of lean, green, resilient, and agile practices in CSC can be organized in a six-level structural model. Moreover, highly dependent measures at top level in CSC model are operational costs and customer satisfaction, whereas the highly driving at most bottom level of this model are ISO 14001 implementation and government support system for green cold supply chain. Validity of CSC model was assessed in three CSC firms; food, pharmaceutical, and Third Party logistics firms. In conclusion, measures emerging with higher driving power and those with high dependence in ISM hierarchy contribute significantly to enhancing capability of CSC. The proposed ISM may support decision makers in prioritization improvement efforts and achieving effective CSC.

This paper provides a review and introduction on agile manufacturing. Tactics of agile manufacturing are mapped into different production areas (eight‐construct latent): manufacturing equipment and technology, processes technology and know‐how, quality and productivity improvement, production planning and control, shop floor management, product design and development, supplier relationship management, and customer relationship management. The implementation level of agile manufacturing tactics is investigated in each area. A structural equation model is proposed. Hypotheses are formulated. Feedback from 456 firms is collected using five‐point‐Likert‐scale questionnaire. Statistical analysis is carried out using IBM SPSS and AMOS. Multicollinearity, content validity, consistency, construct validity, ANOVA analysis, and relationships between agile components are tested. The results of this study prove that the agile manufacturing tactics have positive effect on the overall agility level. This conclusion can be used by manufacturing firms to manage challenges when trying to be agile.

Inadequate staffing and long waiting times in hospital emergency rooms are key concerns that can have a negative impact on patient safety and health, as well as the hospital’s overall performance. The purpose of this paper is to investigate the scope of combining the DMAIC (define, measure, analyze, improve, and control) methodology with discrete event simulation and to explore its successful deployment in the Jordanian healthcare sector. The study discussed in this paper is based on a case study conducted utilizing the DMAIC and simulation technique and its application in reducing waiting time and enhancing overall system efficiency in Jordan’s Princess Rahma hospital’s pediatric emergency department. The study shows improvements in the performance of the process and thus productivity in the emergency department through adapting the combined Six Sigma DES methodology. The cycle time of the process was reduced by 73% of the present value, while simultaneously enhancing the total performance of the emergency department by 83%.

This research aims at examining the effects of customer relationship management (CRM) and electronic CRM (e-CRM) on banks performance in Jordan using structural equation modelling. Two structural models, I, and II are developed. Fourteen reputable Jordanian banks are selected. Results of Model I show that: (1) internet service function and customer support have significant influence on relationship management (RM), (2) marketing support function has insignificant influence on RM, which indicates, and (3) RM has positive influence on business performance; learning and growth, customer satisfaction, internal process, and financial perspective. Results of Model II reveal that: (1) the e-CRM significantly influences customer based-service attributes, (2) the e-CRM directly related with relationship quality (RQ), and indirectly affects RQ through customer based-service attributes, (3) RQ significantly influences customer lifetime value (CLV). In conclusions, although Jordanian banks should direct more marketing support to enable customer communicate with banks using e-CRM in a fast, easy and efficient way.