44 Int. J. Services and Operations Management, Vol. 32, No. 1, 2019 Copyright © 2019 Inderscience Enterprises Ltd. Managing quality within existing supply chains: case studies from Jordan Randa Mazzawi and Mohammad Alawamleh* Business Administration Department, American University of Madaba, P.O. Box 2882, 11821 Amman, Jordan Email: randa_mazzawi@yahoo.com Email: M.alawamleh@aum.edu.jo *Corresponding author 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. Reference to this paper should be made as follows: Mazzawi, R. and Alawamleh, M. (2019) ‘Managing quality within existing supply chains: case studies from Jordan’, Int. J. Services and Operations Management, Vol. 32, No. 1, pp.44–66. Biographical notes: Randa Mazzawi is a supply chain and ERP trainer. She obtained her BSc in Industrial Engineering from University of Jordan and MSc in International Business from University of Lincoln, UK. Her research interest includes supply chain management and ERP. Mohammad Alawamleh is a Doctor of Business Administration at the American University of Madaba. He obtained his BSc in Computer Engineering, MSc in Digital Communication Systems from Loughborough University, UK and PhD in Engineering Management from Coventry University. His research interest includes managerial and technical solution for collaboration between enterprises, virtual organisation, and risk management processes. He published more than ten refereed journal articles and conference proceedings.