Purpose: The purpose of this paper is to investigate the effect of trust with suppliers on hospital-supplier integration (SI) and hospital supply chain (SC) performance. Additionally, the mediating effect of SI on trust-hospital SC performance is investigated.Design/methodology/approach: A research model and hypotheses were developed based on literature review. The study is based on survey data collected from 152 respondents in 55 private hospitals in Jordan. The proposed hypotheses were tested using structural equation modeling.Findings: The paper finds that trust with suppliers has a positive impact on hospital-SI and hospital SC performance. Hospital-SI partially mediates the relationship between trust and hospital SC performance.Practical implications: The findings of this research provide useful insights into the role of trust in boosting SC performance in the healthcare sector. High levels of SI not only improve hospital SC performance but also enhance the transformation of trust benefits into SC performance.Originality/value: This research is one of the limited studies that investigated the effect of trust on hospital-SI and hospital SC performance in the healthcare sector. To the best of the authors’ knowledge, this is the first study to investigate those relationships in the Middle East in general and in Jordan in particular.

Purpose: The purpose of this paper is to investigate the impact of hard total quality management (TQM) practices on operational performance dimensions in manufacturing organizations. Design/methodology/approach: The study was designed in the Jordanian manufacturing sector. Organizations that are familiar with hard TQM practices specifically that had already implemented ISO 9001 certificate were randomly surveyed through structured questionnaire, yielded a sample of 40 responding organizations. Principal component factor analysis was used to analyze hard TQM practices implementation and organizations operational performance dimensions. As a result, specific hard TQM practices and operational performance dimensions were extracted. The hard TQM practices that significantly influence operational performance dimensions were tested using simple and multiple linear regression analysis. Findings: The research findings showed that hard TQM practices in manufacturing sector include; continuous improvement, statistical process control (SPC), process management and quality tools and techniques. Meanwhile, operational performance dimensions include; quality and inventory management performance. Also, the findings showed that continuous improvement and SPC practices play a major role in obtaining the desired results of operational performance. Research limitations/implications: Three limitations can be identified in this research, using subjective measures of TQM practices and operational performance, low response rate and using a sample of organizations from various industries. This paper can help Jordanian manufacturing organizations to foster proper practices and make the right decisions related to operational performance. Originality/value: This study describes a reliable hard TQM model that can be used by manufacturing organizations to improve their operational performance. Also, the results of this study contribute to prior literature and recommend some best practices for manufacturing organizations.

Purpose: – The purpose of this paper is to aggregate significant part of debates in the field of International Non-Governmental Organizations (INGOs) toward performance improvement by benchmarking of the Total Quality Management (TQM) practices, and to propose TQM-Benchmarking model as a seed for future research in the context of INGOs. Design/methodology/approach: – TQM practices for INGOs were first identified based on critical synthesis of the literature for both, existing for-profit TQM literature and the INGOs field-specific quality and accountability frameworks, initiatives, and practices (Jordan introduced as an example) followed by solicitation of the opinions of experts and colleagues through personal interviews and focus group discussions to define the proposed TQM-Benchmarking model. Findings: – TQM-Benchmarking model of six practices vital to INGOs performance are proposed by this review including leadership and management commitment, beneficiaries focus and participation, partnership management for sustainability, human resource (HR) focus, process management and learning and continuous improvement, and use of quality information. Originality/value: – While TQM practices succeed in improving performance of for-profit organizations, this review proposed TQM-Benchmarking model with field-specific practical pillars of performance improvement in the INGOs.

Purpose: This paper aims to formulate COVID-19 benchmarks that international nongovernmental organizations (INGOs) have considered to recover from the sudden stopping of operations swiftly and consequences of COVID-19 pandemic; thus, to move forward toward readiness for both, the unpredictable spreading or disappearing of the virus (case of INGOs operating in Jordan).Design/methodology/approach: This exploratory research has been informed by the broader social constructivism paradigm and the basics of grounded theory method to identify the common themes. Six semistructured interviews have been conducted with INGOs’ leaders. The findings have been categorized, triangulated and prioritized toward the final identification of benchmarks.Findings: Seven COVID-19 benchmarks for INGOs’ effective responses during COVID-19 pandemic have been proposed, comprising of (1) donors’ policies and regulations, (2) needs, expectations and relevancy, (3) coordination, (4) staff management, (5) business continuation plans, (6) balanced short-term and long-term planning and (7) permanent adoption of successful modalities.Social implications: INGOs play a vital role in the lives of vulnerable people around the world through their international development and aid (IDA) projects. However, the restrictions of movements associated with COVID-19 pandemic drive more burden on these communities and interrupted their access to assistance and support. This paper helps to sustain the crucial support of INGOs to those people who need it.Originality/value: COVID-19 pandemic has interrupted the implementation of IDA projects, which added further obstacles toward the achievement of quality implementation of these projects. The proposed COVID-19 benchmarks help INGOs to overcome the consequences of pandemic on the near longer-term alike.

This paper aims to empirically investigate the effect of total quality management (TQM) dimensions on the performance of international non-governmental organisations (INGOs) operating in Jordan. Around 40 INGOs are currently working in responding to the Syrian crises in Jordan. Seventy three managerial staff of 23 INGOs have participated in the research survey. Analysis of the data has showed that four out of six TQM dimensions have significant contribution in the performance of INGOs operating in Jordan. More insights on implementation of TQM dimensions as well as how the perception of INGOs performance differs according to the demographic variables have been presented through the paper. Hence, managers can orient their efforts and resources towards more proper performance improvement pathways.