Abstract
Previous studies in the field of total quality management (TQM) reported mixed results regarding their relationships with performance. This study, therefore, seeks to investigate the relationships between soft/hard TQM practices and operational performance in Jordanian manufacturing organisations. A questionnaire survey was distributed among the population of the study which consisted of (170) Jordanian manufacturing organisations, certified by ISO 9001 certification. Data obtained from the respondents were then statistically analysed using simple and multiple linear regression analysis to test the study hypotheses. The results of this study confirmed the importance of soft and hard TQM practices to operational performance, and showed that soft TQM practices were more significant than hard TQM practices in their relationships with operational performance. Based upon these results, Jordanian manufacturing organisations should formulate a strategy that considers the importance of soft TQM practices for improving operational performance, and undertaking an integrative paradigm in implementing TQM.
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