Title: Managing quality within existing supply chains: case studies from Jordan

Authors: Randa Mazzawi; Mohammad Alawamleh

Addresses: Business Administration Department, American University of Madaba, P.O. Box 2882, 11821 Amman, Jordan ' Business Administration Department, American University of Madaba, P.O. Box 2882, 11821 Amman, Jordan

Abstract: In the globalised economy supply chains are of paramount importance to international organisations, thus supply chain management has been intensively studied throughout the recent decades to understand the product cycle from the supplier to end customer and within organisations. However, there is a gap in the literature concerning the management of particular parameters such as quality within supply chains. This research investigates methods of measuring quality within existing supply chains using two companies from Jordan as case studies. Two different methodologies were applied in order to be able to conduct this research: direct observation and complete participation. It was noted that quality within the manufacturing supply chain was defined differently than in the service supply chain, thus requiring different actions to be used to measure it.

Keywords: supply chain; supply chain management; SCM; quality; quality tools; service; manufacturing; SERVQUAL; fishbone diagrams; Jordan.

DOI: 10.1504/IJSOM.2019.097038

International Journal of Services and Operations Management, 2019 Vol.32 No.1, pp.44 - 66

Received: 25 Nov 2016
Accepted: 22 Jan 2017
Published online: 17 Dec 2018 *

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