Evaluating order management performance within ERP-supported healthcare supply chains: Evidence from the UAE

ObjectivesThis study aimed to evaluate order management (OM) efficiency and fulfilment performance within ERP-supported healthcare supply chains during the COVID-19 pandemic in the United Arab Emirates (UAE). The study was motivated by the increasing need for resilient digital supply chain systems capable of supporting uninterrupted access to critical medical supplies during public health emergencies.MethodsA quantitative retrospective longitudinal design was employed using secondary ERP data extracted from 14 Emirates Health Services (EHS) healthcare facilities between 2020 and 2022. A total of 87 essential medical and pharmaceutical items across four categories, including COVID-19 medications, supportive medications, personal protective equipment (PPE)/disposables, and vaccines, were analyzed. Order fulfilment rate was used as the primary performance indicator and compared against the healthcare industry benchmark of 95%. Wilcoxon Signed-Rank and Friedman tests were conducted to assess differences in fulfilment performance across study years and healthcare facility types.ResultsERP-supported healthcare supply chains demonstrated standardized order processing and operational coordination during the early stages of the pandemic; however, observed performance patterns were likely influenced by additional factors including supply disruptions, supplier constraints, and changing demand conditions. Hospitals and primary healthcare centres demonstrated relatively high and stable fulfilment performance in 2020 and 2021. However, statistically significant variability and declines in fulfilment rates were observed in 2022 across several supply categories, particularly within public health centres. Overall, fulfilment rates remained below the 95% benchmark throughout the study period.ConclusionThe findings indicate that healthcare supply chains operating within ERP-supported environments maintained operational continuity and supply chain coordination during the COVID-19 pandemic. However, the observed performance patterns suggest that ERP systems alone may not be sufficient to ensure optimal healthcare supply chain resilience during large-scale disruptions. Integrating ERP systems with advanced analytics, supplier diversification strategies, and real-time decision-support tools may further strengthen healthcare supply chain performance and emergency preparedness.