Industrial Engineering

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https://hdl.handle.net/20.500.11888/10129

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ASSESSMENT OF RISK MANAGEMENT PRACTICES AND THEIR IMPACT ON THE QUALITY OF SERVICES IN PALESTINIAN MUNICIPALITIES: THE ORGANIZATIONAL CULTURE AS A MEDIATOR
(An - Najah National University, 2025-11-06) Somaya Radi Ahmad Assoud
Municipalities are critical in the provision of necessary public services in the local governance context, but due to operational limits, organizational resources, and political instabilities, their performance is likely to be affected. This study aims to investigate how Risk Management Practices (RMP) can influence Quality of Services (QoS) among Palestinian municipalities and assess the effect of Organizational Culture (OC) as a mediator. A quantitative study design was used, and a self-administered questionnaire was deployed to senior municipal officials throughout the West Bank. SmartPLS was used to examine 135 valid responses in order to test the hypotheses of the structural model proposed and the hypotheses of the study itself. The findings indicate that the level of service quality is high, but the practices of both RMP and OC are moderate. Also, the findings indicate that RMP does not substantially influence the level of the QoS; however, it produces a positive and significant indirect impact on the latter via OC, which is an example of its mediating effect. It implies that the success of efforts toward risk management in terms of delivering positive service results is highly dependent on the robustness of organizational culture in the municipalities, namely, coherent work practices, norms shared, and supportive leadership. Organizational culture is highlighted as a critical component in promoting service quality in the event of a conflict and resource shortage, thus adding to the theoretical debates on risk management in the area of the public sector. The implications of the findings can be applied in practice by policy-makers and local authorities, who need to enhance an organizational culture of effective risk management that would result in more stable, uniform, and responsive services. Keywords: Risk management practices (RMP), organizational culture (OC), quality of services (QoS), public sector, Palestinian municipalities
Analytical study for establishing a branch of Al Naseem Exchange Company Prepared by: KaramMurshed Mahmoud Naqeeb Taima Abdullah Khaled Zakarneh Supervisor Name:
(2025-08-19) KaramMurshed; Mahmoud Naqeeb; Taima Abdullah; Khaled Zakarneh
Abstract This study explores the strategic issues and challenges limiting the development of currency exchange companies in the northern West Bank, with a special focus on transforming Al-Naseem Exchange into a model financial institution. The currency exchange sector is composed of financial entities that buy and sell currencies for individuals and businesses according to market fluctuations, offering secure and fast services while complying with legal and regulatory frameworks. The research aimed to build a clear strategic vision through a comprehensive feasibility study to improve Al-Naseem Exchange’s performance and competitiveness at the local, regional, and international levels. A quantitative descriptive-analytical approach was employed. Data was collected from 20 randomly selected family-owned exchange companies, and a customer-focused questionnaire was distributed to evaluate client satisfaction and service expectations. Data analysis was conducted using Excel. In the second phase of the project, a SWOT analysis was conducted to assess Al-Naseem Exchange’s strengths, weaknesses, opportunities, and threats compared to its competitors. Additionally, a detailed customer survey was conducted to evaluate multiple dimensions of service quality, such as tangibility, reliability, responsiveness, assurance, and empathy. The questionnaire also addressed customer satisfaction, security concerns, and suggestions for service improvement. The results revealed that most currency exchange companies still rely heavily on traditional channels and offer limited service diversification. The survey findings highlighted gaps between customer expectations and actual service delivery, particularly in digital accessibility and speed. Based on these insights, a strategic development plan was proposed to enhance Al-Naseem Exchange's digital infrastructure, diversify services, improve staff training, and strengthen cybersecurity measures. This study contributes valuable insights into customer behavior, operational gaps, and strategic planning in the currency exchange sector, offering a roadmap for sustainable growth and service excellence.
Sustainability analysis -best practices development and improvement
(2025-07-31) Wasan Daraghmeh; Sara Na’na; Shahed keyed; Qais Malhis
Abstract This project aims to evaluate and enhance the sustainability practice at the "Piece of Cake" factory for pastry manufacturing in Nablus, Palestine, through the integration of social, economic, and environmental factors to realize operational sustainability and competitive performance enhancement. The study begins with a general background of sustainability principles, emphasizing its three pillars and anchoring it on the United Nations Sustainable Development Goals as an operational framework. Detailed site assessment was carried out including initial data collection using questionnaires, interviews, and site observation in addition to documentation review and treatment reports. International standards such as ISO 14001 (Environmental Management), ISO 46001 (Water Efficiency), and guidelines of OSHA (Occupational Safety and Health) were utilized for assessing compliance and performance. The evaluation included consideration of the social sustainability dimension, highlighting occupational health and safety practice and community involvement, with suggestions for areas of improved documentation and regular training. The economic pillar showed significant cost savings through the adoption of an electric delivery truck, which reduced fuel costs from approximately 3,000 ILS per month to around 600 ILS per month, and optimized logistics routes to improve operating efficiency by reducing delivery times by about 20%. Environmental audit revealed an absence of explicit environmental policies, low recycling of waste (only 10% of waste was recycled), reliance on traditional energy sources, and a nascent scheme to install solar energy, which is expected to cover 20% of energy needs. Comprehensive examination of water and energy consumption was done by taking inventory of electrical devices, estimating usage, and reconciling with actual utility bills. Energy consumption was reduced by approximately 15% after implementing energy-efficient practices, while water consumption was approximately 33.6 cubic meters per month based on faucet usage, with an average monthly bill indicating a consumption of around 29.78 cubic meters. Visual inspection of energy flow via Sankey diagram helped in the identification of high-power-consuming devices, which accounted for 70% of total energy use, on which energy savings can be made. Waste disposal was basic with no established recycling process, and materials used for packaging rely heavily on conventional plastics, a fact that promotes shifting to biodegradable substitutes. The solutions to such issues involve exchanging outdated machinery with their energy-efficient counterparts, installing smart meters, adopting the 5S organizational philosophy to enhance cleanliness in the workplace and utilization of resources, and increasing workers' consciousness of environmentally friendly behavior. The project discovers that while "Piece of Cake" has a smooth well-organized operation and utilization of newest technologies, there still exist vital environmental strategy loopholes, management of resources, and social welfare schemes. With the inclusion of the proposed adjustments, the operation will become more efficient, save money, and be 7 long-term sustainably because it meets global development goals. This study provides an effective model for small and medium enterprises to incorporate sustainability into regular business using systematic planning, continuous review, and stakeholder engagement to promote sustainable industrial development.
Improving Statistical Process Control Using Artificial Neural Networks
(2025-07-21) Zahra Maqboul; Amani Nassasra; Ehab Mashaqi
Abstract Today's manufacturing processes acutely pressurize all quality control systems, including the stability in process conditions and product conformity. The performance of the statistical process control will be further improved with machine learning methods, including ANN applications; their modeling will contribute much more to the effective monitoring and prediction of process variables. The research will study the process of ice cream production at Al-Arz Ice Cream Company and utilize historical data to study key quality indicators such as box weight, casting weight, chocolate temperature, and the weight of added chocolate. The objective of this work was to propose a predictive model, that will optimize the quality control process by joining SPC principles with ANNs. A dataset collected over four months was analyzed, preprocessed, and then used to train multiple ANN models. These models have been evaluated for performance and compared to traditional SPC methods. The developed models showed more accuracy for the identification of complex patterns and prediction of deviations from the quality standard. ANN implementation in this project showed significant improvement in the effectiveness of quality control, reducing the chances of error appearance and making production processes stable. Data inconsistencies and model parameter optimizations are the major challenges. The results showed that machine learning could offer new impulses for a completely changed quality management approach; the early detection of variations of the processes, while realtime monitoring is enabled, can offer a scalable, adaptive, and effective solution for contemporary industries.
" Implementing Quality Management Systems - ISO 9001:2015 at Al-Hijjawi Printing Press"
(2025-07-13) Aroob Hindya; Wesal Abuissa; Ward Batyeh; Tasneem Darwis
Project Summary This project aims to implement the ISO 9001:2015 Quality Management System at Abdul Rahman Al-Hijjawi & Sons Printing Press in Nablus to enhance product quality, boost customer satisfaction, and improve operational efficiency. The project was conducted in two main phases:  Phase One focused on understanding ISO 9001:2015 requirements, collecting operational data, designing an internal audit checklist, and performing a comprehensive gap analysis to assess the organization’s compliance level.  Phase Two addressed all identified gaps by developing a complete quality management system, including policies, objectives, procedures, records, forms, internal audits, and management review documentation. A complete ISO 9001:2015 Quality Manual was developed, alongside the creation of all necessary documents, procedures, records, and templates to fully implement each clause. The team also conducted internal audits, performance reviews, and established a continuous improvement plan. Despite challenges like limited resources and resistance to change, strong teamwork and managerial support enabled the successful implementation of ISO 9001:2015. The organization is now well-prepared for certification and equipped with a robust, sustainable quality culture.

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