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Decision modelling of critical success factors for cold chains using the DEMATEL approach: a case study

Surya Prakash (Department of Mechanical Engineering, BML Munjal University, Gurgaon, India)
Naga Vamsi Krishna Jasti (Department of Mechanical Engineering, Birla Institute of Technology and Science, Pilani, India)
F.T.S. Chan (Department of Industrial and Systems Engineering, Hong Kong Polytechnic University, Kowloon, Hong Kong)
Nilaish (School of Commerce and Management, Starex University, Gurgaon, India)
Vijay Prakash Sharma (Department of Mechanical Engineering, BML Munjal University, Gurgaon, India)
Lalit Kumar Sharma (Department of Mechanical Engineering, BML Munjal University, Gurgaon, India)

Measuring Business Excellence

ISSN: 1368-3047

Article publication date: 13 May 2021

Issue publication date: 5 August 2022




The objective of the present study is to identify and analyze a set of critical success factors (CSFs) for ice-cream industry [cold chain management (CCM)] that helps in increasing the efficacy, quality, performance and growth of the supply chain organization.


A questionnaire survey with companies in ice-cream sector and a panel study with experts were conducted to identify and validate CSFs and their associated sub-factors. Eight CSFs identified from the cold chain domain vetted for the ice-cream industry and then prioritized by using one of the most well-known decision-making frameworks, Decision-Making Trial and Evaluation Laboratory. The general verdicts of the modelling and its application to the real-world case have been tested through an ice-cream company supply chain.


The result shows that the significant CSFs accountable for the growth of the ice-cream industry are the infrastructure and capacity building, consistent product improvement and operational efficiencies of the value chain. Subsequently, it was identified that the use of IT and related technologies and improved processes for operations also play a considerable role in the performance of ice-cream industry.

Practical implications

The study successfully outlines the effective CCM practices for critical issues. The proposed methodology and factor modelling case demonstration might be useful in analyzing the logistic chains of products such as fruits, drugs and meat.


The meritorious identification of critical areas and executing mitigation plans bring notable benefits to the firms such as improved operational efficiencies, improved time to market performance and product innovation, which bring additional benefits to the producers.



The authors would also like to thank the anonymous reviewers for their helpful comments. We also thank Mr. Ravi Roshan Kesari, UG Student, BML Munjal University for his help in data collection.This research received no specific grant from any funding agency in the public, commercial, or not-for-profit sectors.


Prakash, S., Jasti, N.V.K., Chan, F.T.S., Nilaish, Sharma, V.P. and Sharma, L.K. (2022), "Decision modelling of critical success factors for cold chains using the DEMATEL approach: a case study", Measuring Business Excellence, Vol. 26 No. 3, pp. 263-287.



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